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KNOWN ISSUE: Reason for re-opening an incident in resolved status doesn't appear in the incident information.
Article ID: 161757
If an end user determines that the issue documented in their ServiceDesk Incident has been resolved and re-opens the ticket the user's comments aren't properly documented in the ticket.
The user comments was being save as a process message instead of a user comment.
Symantec has developed a point fix to address this issue. The point fix can be found in TECH212326.
ServiceDesk 7.5 SP1