Requests being Responded to by Email when Status is Closed

[JoanneG]

Good Afternoon

Please can someone advise me on the change I would need to make on the Business Process, for the following senario:

On a request being within the closed status, we are having some users replying to emails or updating requests even though the status is Closed. When this is happening we aren't notified of this update.  Therefore I am looking at setting up a reply email if possible, to request the user to log a new request or contact the service desk.

[Steve Giller]

Once a Request is closed there is no Business Process active, so changing that is not going to assist in this scenario.

There are settings (app.email.routing.rules.allowClosedCallUpdates.*) that you can use to prevent these updates but there is no Auto Reply feature to ask for the new Request to be raised, that would have to be a manual response.

[Conor]

Hi @JoanneG

There are Service Manager settings that will help with this - do you have the below settings set to 'on'? 

You can find these settings in the Service Manager Application settings in the admin pages here:

[JoanneG]

thank you