How to stop a duplicate ticket from being created when the original one is closed?

When a ticket in service desk is marked closed and saved it creates a duplicate ticket with same subject but has RE:[ .....subject....]RE for the new ticket if closed it does this again.  The only way to stop this loop is to delete said ticket.

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Answers (1)

Posted by: JordanNolan 1 year ago
9th Degree Black Belt

Somewhere in your rules you are generating an email where the subject does not contain:


That is the marker on the email that tells the service desk that it is an existing ticket.  If your email is being sent as RE:[My Subject] then you are going to be generating new tickets.

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