I’m wondering if there is a way to “Split” a request, or perhaps another way to resolve an issue I am having.
Here is the scenario: A user submits a request and it is resolved. 2 weeks later they reply to the previous message with a new request, and it opens the original request. This throws off the reporting for “Speed to resolution” since the original request is already resolved, but it becomes reopened since the user replied to the earlier message.
What is the best way to handle this?