Requester can reopen his request only in case the deadline for reopening has not expired yet (it is set on the service).
He can do that in two methods: via SD WebApp using the Reopen command, or by sending an e-mail message to the service address. The message subject has to contain the request symbol. The information for solver can be contained in the message body.

If the requester sends a message for a request with the deadline for reopening expired, the message will be saved to request log.
The requester's message will be forwarded to the request solver (or to the operators of service, if the request does not have a solver). If the Crate the established request in the service after expiration of reopening deadline option is enabled on the service, the new established request will be created in the selected service. The request requester is informed about the creation of the established request by an automatic reply.

The requester is informed about the reopening of the request by an e-mail and this operation is logged in the request log in the same time.

If the message is sent by anyone other than the request requester and the request is in Resolved status or any of the following statuses, the message will be saved in the request log. The request is not reopened and the notifications about a new message are sent.

If the account of the reopened request solver is deleted, blocked or hidden in menus, the reopened request is automatically returned to operator.

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