Reply on closed Ticket
This extension adds an important function to the standard notifications in Matrix42: if an email is received for a ticket that has already been closed, the sender is automatically informed that the ticket has been closed and a new one needs to be opened. This means that no customer request goes unnoticed and the workflow in the service desk remains clear and efficient.
Description
This extension adds an important function to the standard notifications in Matrix42: if an email is received for a ticket that has already been closed, the sender is automatically informed that the ticket has been closed and a new one needs to be opened. This means that no customer request goes unnoticed and the workflow in the service desk remains clear and efficient.
Scope of the extension
After successful installation, the extension adds an additional email descriptor and several compliance rules for different ticket types to the system.
The compliance rules contain a workflow that checks the current status when an email is sent to a ticket. If the ticket is already closed, a notification is automatically sent to the sender.
Configuration of the email descriptor
The new email descriptor can be customized. The configuration is done via: Administration > Services & Processes > E-mails > E-mail Descriptors.
Open the desired e-mail descriptor and click on Edit to make the necessary adjustments. In this dialog, you can define the signature, skin and the desired e-mail configuration, among other things.
Please note: After installation, these fields are not initially pre-assigned.
Activating and deactivating the Compliance Rules
The extension provides separate Compliance Rules for each ticket type (ticket, service request, incident, task, change).
These rules are activated by default, but can be adjusted at any time.
They are managed via: Administration > Services & Processes > Compliance Rules. Here you can activate or deactivate the desired rules in order to adapt them to your individual requirements.