Inbound email action or business rule on closed incident


Description

Creating an automatic message if someone is sending new messages on a closed ticket.

For example, if you allow opening tickets by sending an email, and your users search in their email history and reply to a previous request.

Resolution

Use the following logic to add an inbound email action on a Business Rule:

// Where 6 is the value of your resolved state
if (current.state == 6) {
//Your inbound code here
}

if (current.active == false) {
// Activate a ticket is closed event if active is false (closed)
gs.eventQueue("ticket.closed", current, current.state, previous.state);
}

If the CASE/Incident is closed you can fire an event, which sends an email.