How to reopen a ticket with maileater.

Document ID : KB000013415
Last Modified Date : 14/02/2018
Show Technical Document Details
Question:

Is is possible to reopen a closed ticket via maileater?

Environment:
Service Desk 12.9Service Desk 14.1
Answer:

To reopen a closed incident for example, via maileater, the email body has to contain:

%INCIDENT_ID=xxxx

%STATUS=Open

Where xxxx is the ref_num of the incident.

Additional Information:

To update closed/inactive tickets via maileater, see tecdoc TEC476591.