Notification in response to incidents that are Closed

[David368]

Hi all

We occasionally experience issues with our clients sending us emails to ask for their CLOSED incidents to be re-opened or chasing us for updates in relation to those closed incidents. Currently, because the incidents is set to Closed they will not receive an update back via email to tell them their ticket is closed and to log a new incident with us (referencing the old legacy ticket), they simply do not get a response.

Is there a way (Notifications/Business Rule?) perhaps that once a client chases an update for and incident that is set to Inactive/Closed they receive an email back from us asking them to log a new ticket? They are normally using the previous email chain of the closed incident.

Our Closed tickets will never be re-opened.

thanks 

David 

[Jaspal Singh]

Hi David,

Yes, you can create an inbound mail action that will check for incident & its status. If status is closed you can fire an event that by use of gs.eventQueue()

Refer link that has all required steps for the same.

[David368]

Thanks Jaspal

Quickly looking at some of our inbound mail actions there seems to be one for this that will automatically reopen a closed ticket if they send an email that contains "please reopen" in the subject.

This inbound email action behaves the same as Update Incident, but additionally will reopen a closed incident if the email subject contains "please reopen". In reopening the incident, the incident state will be set to "2" and "The caller did not feel that this issue was resolved" will be added to the incident as a work note.

I was under the impression that a Closed ticket could not be re-opened but guessing that this isn't the case based on this action?

David 

[pbusch]

Re-opening terminal-state [i.e. "Closed" // "Cancelled"] support records have no negative platform impacts. The only reality the admin must contend with is that all of the workflows related to active tickets will have all been fired, and those can't be wound back ; so it follows that if you're forcing a ticket to re-open via net-new logic , generally there will now need to be additional net-new logic added to handle any expected automation which typically occurs when a ticket updates to said terminal state in the first place.