Miscellaneous Question

How to stop a duplicate ticket from being created when the original one is closed?

09/23/2020 144 views

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.

0 Comments   [ + ] Show comments


All Answers


Somewhere in your rules you are generating an email where the subject does not contain:


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.

Answered 09/26/2020 by: JordanNolan
9th Degree Black Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ