Updates to a closed ticket

[yeskaytee]

We have updates to a ticket configured via inbound email action. However, when a requestor replies to a closed ticket, there is no way for itil user

or requestor to track updates on ticket as the ticket does not get updated.

How can i configure to send an email notification when updates are to a closed ticket via email.

The notification should be basically sent out to the requestor that this ticket has been closed and should open a new ticket...something on these lines

[russell_miller]

Hi YesKay

You could add some logic to your update inbound action to check the record that is being updated, if it is in the closed state, skip the update, create a new record, and include a line in the resulting create notification to alert the user to the fact that the record they where replying to was closed. (this could be done by including it in the comments or description - depending on what you send out to the user on record creation)

Cheers

R

[JJ1]

I think you can achieve this using events

Create   an event in event register "notifyclosed"

New notification for incident table which triggers on event "notifyclosed"

Check Event parm 1 contains recipient for the notification

In the existing inbound email action, update the conditions to check for status closed and add generate event using something like   below.

gs.eventQueue("notifyclosed", current, email.from_sys_id);

[yeskaytee]

Thank you! Will try your suggestion.

[kjcv912]

Hi,

I have a similar need, when HR user reply to a CLOSED case I wan't to respond with an email with instruction how to create a new case.
No updates of the closed HR case.

I tried to understand the solution above but have not worked with event registry or inbound action before, would it be possible to elaborate a little bit more so I can understand how to adopt/implement it.

thx
Stefan