Comments added on closed ticket.

[Vishal V R]

Hello Team,

I noticed that the users are adding comments on tickets that are in closed status . From what I know, the OOB functionality of sending "please reopen <ticket number>" would open the ticket. But in this case, the ticket is still in closed status and the user who updated has no roles in servicenow. Can anyone help on this.?

Thank You.

[Jaspal Singh]

Hi Vishal,

That OOB functionality is for incident table. Could you confirm if you are responding to mail triggered from ServiceNow for incident or for some other (service request/task) table.

Thanks,

Jaspal Singh

Hit Like or Correct on the impact of response.

[Vishal V R]

Hello Jaspal,

Thank you.

The reply was done to the mail from ServiceNow to the resolution notification. The resolution notification is created on the incident table itself.

Best Regards,

Vishal

[Jaspal Singh]

Hi Vishal,

If that is the case could you kindly help me with the logs. As it was sent ServiceNow would have received it & would show up in Email logs that it has processed or not.

Thanks,

Jaspal Singh

Hit Like or Correct on the impact of response.

[anindya_11]

Hi Vishal,

I guess here End users are adding Additional Comments, which might be editable in your case. Please check from where they are commenting, from email or comment section. And after closing no ticket should be re-opened, they can only be re-opened when they are in Resolve status.

To prevent this please add a write ACL, condition: active is true