Best Practices Question
Kace Ticket Rule - Closed Status - New Comment - Reply to Submitter Ticket is Closed
I've been trying to find information around this. Kace does a great job of handling issues with built in functions when you want a ticket to reopen, but we don't. Once a ticket is closed we want it to remain closed and have turned off those rules. The issue is when a user submits a new comment to an old ticket, it just sits there without informing the user they need to start a new ticket.
I am trying to create a ticket rule that will respond to the comment submitter that the ticket is closed and to create a new one if the ticket is in a closed state. Any guidance is appreciated.