Inbound email action or business rule on closed incidentIssue 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.ResolutionUse the following logic to add an inbound email action on a Business Rule: // Where 6 is the value of your resolved stateif (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.