We have a situation where people are using old request notifications to either request something new or re-log the same closed issue weeks or months later. I'm not sure why they find this the easiest way to contact us, but despite attempts at education, it still occurs.

We have SDP configured so that closed requests can not re-opened, so the technnician who closed it has to keep an eye out for notifications, assuming they're still around or at work at the time.

What would be good is if we could configure an automated response that tells the requester something along the lines that the request they are responding to is closed and that they need to create a new request. We could then set this to occur n days after a request is closed.

I've had a look to see if there is a way I could Macgyver something out of what's already available in SDP, but can't find a way of responding in this situation.