Tickets re-opened when user replies via e-mail
-- ServiceDesk+ 6.0.0.3 running on an MSSQL database --
Hypothetical situation:
A requester creates a ticket with a 4-hour priority.
I close the ticket 1 hour before it is due (because I'm awesome).
SD+ notifies the user via e-mail that the ticket has been closed.
3 hours later, the user replies to the e-mail with "Thanks!"
This causes SD+ to re-open the ticket and causes it to go over-due immediately.
That's bad.
I've messed around with the e-mail templates and no matter how much the user modifies the e-mail before they reply (subject or body - even erasing it all), SD+ appends that e-mail to the previous ticket and re-opens it. This leads me to believe it's using the e-mail headers to figure out whether the e-mail should create a new ticket or append itself on to an existing one.
How do I get SD+ to NOT re-open the ticket once it's been closed. Ideally it would just append the e-mail to the ticket, notify the technician and leave it closed. The tech would have the option to re-open the ticket or not.
Hypothetical situation:
A requester creates a ticket with a 4-hour priority.
I close the ticket 1 hour before it is due (because I'm awesome).
SD+ notifies the user via e-mail that the ticket has been closed.
3 hours later, the user replies to the e-mail with "Thanks!"
This causes SD+ to re-open the ticket and causes it to go over-due immediately.
That's bad.
I've messed around with the e-mail templates and no matter how much the user modifies the e-mail before they reply (subject or body - even erasing it all), SD+ appends that e-mail to the previous ticket and re-opens it. This leads me to believe it's using the e-mail headers to figure out whether the e-mail should create a new ticket or append itself on to an existing one.
How do I get SD+ to NOT re-open the ticket once it's been closed. Ideally it would just append the e-mail to the ticket, notify the technician and leave it closed. The tech would have the option to re-open the ticket or not.