How to stop a duplicate ticket from being created when the original one is closed?
When a ticket in service desk is marked closed and saved it creates a duplicate ticket with same subject but has RE:[ .....subject....]RE for the new ticket if closed it does this again. The only way to stop this loop is to delete said ticket.
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Posted by:
JordanNolan
4 years ago
Somewhere in your rules you are generating an email where the subject does not contain:
[TICK:$id]
That is the marker on the email that tells the service desk that it is an existing ticket. If your email is being sent as RE:[My Subject] then you are going to be generating new tickets.
