That is an interesting idea but not possible in the current version of Track-It!
We will have to look at that as a feature request for a future release.
We are so close!
FWIW here is what i did..
Created a Work Order Template called "AutoClosed" that has the status set to "Closed" and a note that says "Work Order auto closed via email"
Then I created a Technician (JimBob).
Then I created a monitoring rule that states: when a WO comes in from JimBob, and the subject contains "[Closed]" apply the Work Order Template "AutoClosed".
I then forward the WO to JimBob, he replies and appends "[closed]" in the subject line.
Rule runs, but nothing changes other than appending his email to the WO.
Obviously the conflict i have is that when a reply to a WO is recieved the WO is re-opened. So, it cant re-open and close the WO at the same time ;-)
It would be nice to be able to define special functions (Much like the mail rules and auto assignment, etc.) and have Track-It! automate certain WO events based on those functions.
We will need to look at that as a feature enhancement request for a future release because there is just no way to do it automatically now via email monitor.
I am looking into something similar, did you get anywhere with the Work Order Template method?