Stop Users responding to e-mails and updating Incidents on closed tickets

[Karl F-V]

Im sure this has been experienced by others but looking for some suggestions...

We have users who have been responding via e-mail to closed incidents in the platform, what has caused issues is these comments are updating in the closed incident. Our business process states that once an incident is closed it cannot be managed further, technically it is inactive.

What we want to do is prevent the Incident from being updated, i know we can use an auto message message for responding to closed incidents but just wondered how fellow users have managed this issue.

Cheers 

[Jitendra Diwak1]

Hi @Karl F-V,

Have you applied condition in inbound email like state is not closed in both for new and reply.

Please accept my solution if it works for you and thumps up.

Thanks

Jitendra