Configure a Reason Code for Ticket Updates through Email

When a ticket is updated through an email sent by the Requester or Requested For contact on the ticket, the Reason Code field displays the status. As an administrator, you can configure what to display in the Reason Code field.

For example, you can configure the Reason Code value for Service Request ticket type.

Follow these steps:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Configuration Parameters.
2. Filter by Request Management and select the parameter SRQ_REQUESTER_REPLY_REASON_CODE.
3. Update the Parameter Value field with an appropriate message. For example, Customer Response Received.
4. Click Apply Changes.

The Service Request ticket type is updated with the information. You can repeat the steps to update the Parameter Value for other ticket types. For example, for an Incident you can configure INC_REQUESTER_REPLY_REASON_CODE parameter.