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    • #13513
      Manny Gatahwa
      Participant

      Hello Team,

      I am trying to find a way to restrict emails from creating new ticket when someone responds to a Change Ticket.

      At the moment, when someone replies to a Change Ticket, a new ticket of type „Unassigned“ is created.

      How can I stop it or restrict the reply to work like in Normal Tickets (Incident and Requests)

      Regards,

    • #13581
      Stefan Abel
      Participant

      Hello,

      You could maybe find a way to put some keyword(s) into the outgoing Email and when they appear in an incoming Email, you could use a Postmaster Filter. This doesn’t work if the keywords are not part of the email.

      Also you could use a separate queue for a specific type, where you don’t allow ticket’s to be re-opened by a reply whenever they are closed.

      Best regards
      Stefan

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