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SD 7.1 Changing Status from client responded back to responded

Created: 28 Jan 2013 • Updated: 29 Jan 2013
msgood's picture

I have SD 7.1 installed and running.  We are running a report based on Assignment and Status. When a ticket comes it, it is marked as open or re-assigned if it has been re-assigned to a new group.  If we send the business an email, the status changes to responded.  If the client responds, it changes back to client responded.  If we then send a 2nd email, the status doesn't change back to responded.  This means we have a bunch of tickets that we've responded to, but are still classified as client responded.  Does anyone know a way to get the status to change back to responded after a 2nd or 3rd email has been sent?