Hello folks,
recently we have activated SM service desk and it really is a great tool !
Yet there are some anoying issues which I couldn´t fix.
- We have defined 4 Status New / Service desk action (In progress) / User Action(Solved) / Finished. Is there a way to force a automatic status change ?
It is often the case that a incident is solved and set to User Action, now the user adds a command but does not change the status back to in progress.
As a result no mail to the responsible consultant is triggered.
Moreover it would be handy if Incidents which are 2 Months on Status User Action are automatically set to status finished.
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