2 Replies Latest reply on Nov 5, 2016 2:57 AM by Rahul Priyadarshy

    Inbound Email Rule Engine - activity log by closed tickets

    Marie Pfautsch
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      Hello Remedy Experts,

       

      Inbound Email Rule Engine adds emails with correct requestnumber as activity log to the accurate ticket (incident/change). That’s great if the ticket is open but that’s fatal if the status of incident /change is closed, canceled, completed or resolved.

       

      Via SRM an user can’t type an activity log by closed or cancelled requests. If a ticket is resolved/completed the user can add an activity log only by reopening the request. The same should be, if a user send an email (using inbound email rule engine).

       

      Has anybody a solution for us? Adding emails automatically via using inbound email rule engine to a ticket without checking the status of incident/change can’t be the right way.

       

      Thanks for your help.