When using ServiceDesk 7.5 SP1 to classify and Email Inbound Management (EM) ticket as 'Junk' or 'Blacklist', the associated Incident Management (IM) ticket is not closed. This will result in those IM tickets left showing as 'Open' with no way to close them depending on how you are reporting.
No error is observed.
This issue is caused by missing components on the 'Junk' and 'Blacklist' paths in the SD.Email.InboundManagement project to close the associated IM ticket.
This issue has been reported to development and will be addressed in a future update or release.
To workaround the issue prior to this future update that resolves the issue:
To close orphan tickets that are left open use steps on following connect thread for closing: http://www.symantec.com/connect/downloads/close-processes-servicedesk-workflow-75
ServiceDesk 7.5 SP1