Customer Services makes every attempt to provide timely solutions for our customers. To expedite customer issues effectively, we will follow up on open issues at least three times within a two week period. If we are unable to contact the customer, and if there is no contact to Customer Services, the case status will change to inactive. Once a case is inactive, the customer may reactivate it at any time by making contact with Customer Services. After a case is inactive for 180 days, it will be permanently closed.
If you still have the e-mail from the LANDesk Support Technician stating that your case has been inactivated, simply reply and ask that your case be reopened.
If you no longer have the e-mail and technician contact information, you can review your closed cases through the Smart Self-Service Portal.
Steps to view closed case information through the Smart Self-Service Portal:
1.Go to the Support Portal
2. Click "View Requests"
3. Click either "Only my requests" or "All Requests from my Company"
4. Open the required case and click the Reopen button.