How do I prevent the re-opening of Closed Incidents? I thought Closed tickets were read only (except by admin).

Denise11
Kilo Contributor

I thought once an Incident was Closed it was marked as read only.  My folks are able to re-open a ticket that has been closed for 4 months.  I want it set that once an incident is Closed it cannot be reopened except by admin.

5 REPLIES 5

Brian Lancaster
Tera Sage

How are user able to reopen incidents in your environment?  It it thought the out of the box email that has a like to setup an email in reply with a special subject line?