Should the expiry date of a ticket reset after a user has responded?
We have the Dell Kace ticketing system in place, and we've imposed an auto warning message to notify users who do not respond to their ticket within 7 days. This simply states that we've not had a response, and unless they respond within the next 7 days, the ticket will expire and automatically close. However, we've had a number of instances whereby users have had the 7 day warning, then responded to the ticket, but the status of the ticket has not updated and the expiry date has not been reset. We're then unaware of the users response and after another 7 days, the ticket has then closed automatically. This doesn't happen with all tickets however.
Has anybody experienced this, or could anyone offer any advice?
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