Team,

We are using ManageEngine Service Desk Ver 7.5 build 7504.

My issues is : We have automated close of Incidents.

But user is able to open the CLOSED tickets by just replying the old EMAIL of Resolution. Which causes a great AGING.

For eg : User got resolution for his incident no 3154 on 1st Dec 2009 and then after 2 days, the incident got auto closed as per the setting.

Now on 15th Jan 2010, user reply to 1st Dec 2009 Resolution email from Manage engine and then his old incident 3154 is reopened with a aging of 45 days. Which is wrong. Instead, it should be just a NEW INCIDENT with NEW INCIDENT ID for all SUCH CLOSED INCIDENTS, how can we resolve this..  Let me know..?

Thanks

Nilesh Bhate

India