Topic Resolution: Answered
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    • #13513
      Manny Gatahwa

        Hello Team,

        I am trying to find a way to restrict emails from creating new ticket when someone responds to a Change Ticket.

        At the moment, when someone replies to a Change Ticket, a new ticket of type “Unassigned” is created.

        How can I stop it or restrict the reply to work like in Normal Tickets (Incident and Requests)


      • #13581
        Best Answer
        Stefan Abel


          You could maybe find a way to put some keyword(s) into the outgoing Email and when they appear in an incoming Email, you could use a Postmaster Filter. This doesn’t work if the keywords are not part of the email.

          Also you could use a separate queue for a specific type, where you don’t allow ticket’s to be re-opened by a reply whenever they are closed.

          Best regards

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