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HRHD - Behavior check about replying to a Resolved/Closed SR ticket via email

edited Jan 27, 2025 3:35AM in Help Desk 1 comment

Summary:

What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email?

Content (please ensure you mask any confidential information):

Hi

I would like to check the behavior if anyone could share the outcome of the following scenario:

  1. When a ticket is resolved/closed, but a reply is sent via email to it; does it generate a separate SR ticket?

We noted that there are many SR tickets created and how do we resolve this.

Thank you.

Chia

Version (include the version you are using, if applicable):

24D


Code Snippet (add any code snippets that support your topic, if applicable):

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