When an email reply comes for a completed ticket then the ticket is re-opened.
Reproducing the Issue
- Go to work center service.
- Choose the view tickets.
- Find ABC (ABC ticket id).
- In the Changes tab we can see the status has been updated from completed to in progress/open when a reply comes.
This is the designed behavior of the current release of SAP Hybris Cloud for Customer.
This is the current design that when an email reply comes for a completed ticket then the ticket is re-opened.
KBA , SRD-CC , Cross Components , How To