What happens if a request is reopened?

Here's what happens when a help desk request is reopened:

• If the reopened request is already associated with an agent, then the request is reassigned to the same agent.

• If the reopened request isn't assigned to any agent, and Omnichannel is enabled, then the request is assigned to a queue based on the associated assignment rules.

If the queue is automatic, then the help desk request is assigned to an associated agent. Requests are assigned based on the set channel capacity for an agent. Only if an request is in the New, In Progress, or other statuses specified in the Qualifying Status Values column in the Manage Capacities page in Setup and Maintenance, it counts for capacity. If the request isn't in one of these statuses, it doesn't count for capacity, and the request isn't assigned to the agent.

Note:

• If the status of a request changes, then it counts for capacity for the agent to whom it's assigned. For example, when the request status changes from Waiting for Employee to In Progress.

• If the request isn't assigned to an agent, the routing service starts looking for an agent.