We do not want incidents to re-open when a new email is received with the same request id. We simply want the ticket to get updated and the technician alerted. This is the option we have set in the SElf Service portal area of the admin page. However, it still happens. If the ticket is resolved and an email is sent to the requestor saying that it is resolved, and they reply, the ticket gets opened again. We don't want this to happen. In fact, we don't want the ticket status to change ever unless it's done manually.

Any suggestions?

Alan