K1000: Service Desk response to customer email after ticket closed
So, I have a modfied version of the ReopenTicket rule that allows users to reopen a ticket for 7 days after a ticket is closed. I have noticed that when users reply to the closed email that is sent, it is creating a new work order instead of reopening the old work order. Is there something built in that rejects email updates once a work order is closed?
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