How to prevent replies to closed ticket email from adding a comment

[Staxed]

From everything I've been able to find, OOB when someone replies to a closed incident email, it should not allow a comment to be made on the incident.

However, in my instance, people can reply to a closed incident email notification and it updates the incident with a comment and also sends both the user and whoever is assigned to the incident an update email.

I've been looking for the solution and I just can't seem to find out what is causing this behavior.  Does anyone have any advice on where I should be looking to prevent the comment from being added to the incident?  I would like the OOB functionality (unless that's changed in Rome?): someone replies to closed notification and it prevents the comment from being added and does not notify the assigned person.

[Saurav11]

Yes

This sould do the trick

Please mark answer correct/helpful based on impact

[Sushma R1]

Add an additional condition to exclude state closed in your update incident inbound action :) This should solve Hit helpful if it was 🙂

[Sushma R1]

gs.include('validators'); if (current.getTableName() == "incident") { var gr = current; if (email.subject.toLowerCase().indexOf("please reopen") >= 0) gr = new Incident().reopen(gr, email) || gr; if(gr.state != 7){ gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text; } if (gs.hasRole("itil")) { if (email.body.assign != undefined) gr.assigned_to = email.body.assign; if (email.body.priority != undefined && isNumeric(email.body.priority)) gr.priority = email.body.priority; } gr.update(); }