Good Day

I am facing the Problem, that messages sent into a closed ticket do go unnoticed by our technicians, since not all of them are using the (bell) notifications. I know that there are multiple options for the scenario when a requester replies to a closed request. Always reopen does not work for us since it is not possible to configure to which status the ticket should reopen. By default, it is the in progress status, which is too far back in our Request Life Cycle. Therefore, without the possibility to decide to which status the ticket should reopen (would be a great function for an update), this is not an option for us. As a workaround, I used the custom triggers function. I configured one with the following options: Execute the Action - When a new reply received / Any Time; Status is closed; Perform Action  Email Notification to $Ticket_Owner.

This way the Ticket Owner should get an email notification when there is a reply on a closed request. This used to work, but since some time (maby due to some updates), it stopped working. Any suggestions why this could be? Or any other solutions to solve this Problem?

Thank you for your help!