Tickets cannot be reopened once the ticket is closed. IAs will not cause the ticket to change the state if it is resolved or closed.

[lohitha_kongara]

Currently closed tickets have the ability to be reopened. Tickets are being reopened by an inbound action from the user who opened the ticket. Inbound Action needs to be changed to reflect when an update happens, if the state is resolved or closed   it sho

if (current.getTableName() == "incident") {

    var sArr = email.body_text.split('\n');

    var comment = '';

    for(var i = 0; i < sArr.length; i++) {

          if(sArr[i].match(/Please post updates above this line/) == null) {

                comment += sArr[i] + "\n";

          }

          else {

                break;

          }

    }

  current.comments = comment;

  if (email.body.assign != undefined)

      current.assigned_to = email.body.assign;

  if (email.body.state != undefined) {      

          var tempstate = email.body.state;      

          tempstate = tempstate.trim();

          if (current.assigned_to != undefined || email.body.acknowledge != undefined) {  

              current.state = tempstate;

          }

    }

    if (email.body.acknowledge != undefined) {      

          var emailsid = gs.getUserID(email.from);

          current.assigned_to = emailsid;

    }

    var history = 'false';

    if (email.body.history != undefined) {

          gs.eventQueue("incident.history", current, gs.getUserID(), gs.getUserName());

          history = 'try';

    }

    if (history == 'false') {

          current.update();

    }

What need to be done please help me.

Thanks,

Lohitha.

Title was edited by: Madhuri Gudiseva

[Mihir Mohanta]

Hi Lohitha,

What do you need?

Closed incident cannot be reopened,only resolved incidents can be reopened via inbound actions.

Or something else?

Thanks,

Mihir