Response to "closed ticket" notification mail creates new ticket instead of re-opening it!
* a technician closes a ticket
* the requester gets a notification mail "your ticket has been closed ... blablabla"
the last sentence in this mail is someting like that (I don't know the exact english wording, because we have ServiceDesk in german): "Only reply to this mail, if you have further questions regarding this request. The state of this request will be changed to "open" again".
* the requester replies to this mail with something like that "the solution is not perfect, but it works. please, can you try to find a better solution"
* AND this reply mail generates a complete new ticket INSTEAD of re-opening the old ticket
* the requester gets a notification mail "your ticket has been closed ... blablabla"
the last sentence in this mail is someting like that (I don't know the exact english wording, because we have ServiceDesk in german): "Only reply to this mail, if you have further questions regarding this request. The state of this request will be changed to "open" again".
* the requester replies to this mail with something like that "the solution is not perfect, but it works. please, can you try to find a better solution"
* AND this reply mail generates a complete new ticket INSTEAD of re-opening the old ticket