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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  • Does the closed email include the TICK:<ticket number> in the subject? If the subject does not include the ticket number syntax then the system does not match it with the ticket.
  • Yes the email includes ticket #. The user is simply replying to the closed email they receive.
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