So I recently ran into a bug - or perhaps just something that was never intended. We use multiple Tech Groups each with their own incoming and outgoing e-mail accounts. I'm currently making use of the option that disallows ticket to be re-opened from e-mail replies. We sometimes get thank you's sent back causing tickets to re-open. When a user e-mails they get a bounceback error that states:
We're sorry, an error occurred while attempting to add your note to Ticket 21267:
The status of Ticket 21267 has already been changed to Closed. You will need to open a new Ticket.
What I've found however, is that this only happens on the e-mail account set as default. What this means is that only one tech group is able to have the notification bouceback that they must submit a new ticket. Open a support case for this and updated to latest version, turned out to be something that is not currently part of Web Help Desk. They have submitted this as a feature request for me, but also encouraged to put it on the forums.
Does anyone else have this issue / method of usage? Would really like to have this put in, as potential some of our work groups are missing notes back because end users are not getting replies that what they send back is not processed.
