How to reopen a ticket with maileater?
Article ID: 13415
Updated On:
Products
CA Service Management - Service Desk Manager
CA Service Desk Manager
Issue/Introduction
Is it possible to reopen a closed ticket via maileater?
Environment
CA Service Desk 17.x
Resolution
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 the following KB article:
Feedback
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