Hi Alan,
The setting we have under Self Service Portal Settings is only for Closed Requests, in your case, Users reply back to the resolved requests, hence it reopens. To overcome this, you need to set the request status as Closed instead of Resolved, so that even if the requester reply back to the request, it appends the conversation to the ticket and notifies the technician.
Nagaraj S
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
The setting we have under Self Service Portal Settings is only for Closed Requests, in your case, Users reply back to the resolved requests, hence it reopens. To overcome this, you need to set the request status as Closed instead of Resolved, so that even if the requester reply back to the request, it appends the conversation to the ticket and notifies the technician.
Nagaraj S
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice