Handling of closed tickets (email parser)

kieran

It would be really helpful to have options as to how ITFlow handles closed tickets.

A client recently replied to a closed ticket - this generated a warning the that ticket was closed and to go to the email inbox to review the email. It would be really nice to be able to have the option(s) to:

Keep the default behaviour
Re-open the existing ticket with the new email attached
Open a new ticket with the email, with a link back to the original ticket and an updated subject line.

digibandit

kieran Open a new ticket with the email, with a link back to the original ticket and an updated subject line.

Yes!

johnny

kieran Open a new ticket with the email, with a link back to the original ticket and an updated subject line.

I think this is the best option

This is so it doesnt go against the ticket time reporting for how long a ticket has been open and is cleaner.

wrongecho

johnny

I think this is one of those things that absolutely needs to be customisable. I would hate for this as a default in many places I've worked.