Disable Adding Of Additional Comments If RITM is Closed

[RACHIT12]

Hi Team,

           I want that the users shouldn't be able to add comments in the RITMs which are "Closed". Right now, I have made some changes to the widget which is disabling the "Comment Box" on the portal and created an ACL but still if the users are marking the mail of that RITM it is getting added to the ticket on the portal. Can someone help me on this issue. I am sending the screenshots of the ACL & changes made on the portal for disabling the comment box.

Thanks

Rachit

[chsumit · Accepted solution]

Hi,

You can update the Inbound action where user are marking email for closed RITM. Check the current state of RITM and return if closed already.

Thanks,

Sumit

[RACHIT12]

Hi Sumit,

           I really thank and appreciate your help on this one and it solved my config issue.

Thanks & Regards

Rachit

[Kishore Aregila]

Can you please provide the solution