Collaborators can't reopen tickets

andreasossmar

Used version: 1.14.3
Interface: Customer Web Portal not used. Mail only.
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Hi,

Is there a way to allow collaborators to reopen a closed ticket by mail? Alternative, force the collaborator mail reply to create a new ticket.

Currently in 1.14.3, collaborators are allowed to reply to a closed ticket without any action from the system.

Best regards,
Andreas

ntozier

You are running a really old version. Please upgrade to current and re-test.

I believe that this is by design, and I am not aware of a way to change the behavior. Upgrading might change that behavior though, as you are running an old version. If you create a no-reopen status, emails should generate new tickets.