Hello,

We are running SDP OnPrem, build 14970. We use Zia to assist with choosing whether requests are re-opened when a reply is received. This works well to prevent a "thank you" reply from re-opening requests, but often fails to re-open tickets reliably at other times when further action is required.

Normally, it's not a problem if Zia makes a mistake, because the technician also receives a "reply received" notification by e-mail, and via the SDP notification panel (bell icon). They can manually re-open the ticket in this case. However, if the technician is away on holiday, a reply to a ticket that was closed before they went on leave can go unnoticed, if Zia's decision is to leave the ticket closed.

One solution is to disable Zia and have every reply always re-open a ticket, as it used to be, but this fixes one problem and creates another - tickets being frequently re-opened unnecessarily.

Is it possible to set up a custom rule or script that sends a notification to a group or mailbox, whenever a reply is received to a Resolved/Closed request AND where the assigned technician is set to unavailable (i.e. set to holiday or non-helpdesk duties)?

Many thanks.