Hi Santhosh,
In the meantime we found out that the behaviour depends on whether the requester is replying via e-mail or via the SDP Portal:
1° When the requester replies using e-mail the status will change to "open" for all statuses with timer stopped (such as "waiting for requester").
2° When the requester replies using the SDP Portal the status will change to "open" only when the status was previously "onhold".
So for requesters using the SDP Portal to reply, the status will only change to “open” when it was previously “onhold”. If it was “waiting for requester”, it will remain as “waiting for requester” if the requesters use the SDP Portal to reply.
So for requesters using the SDP Portal to reply, the status will only change to “open” when it was previously “onhold”. If it was “waiting for requester”, it will remain as “waiting for requester” if the requesters use the SDP Portal to reply.
I think this should be added in the documentation.
Best regards,
Demetrius