Incoming Email Changes Ticket Status to Waiting
Question asked by Gary Buchwald - 3/5/2019 at 10:14 AM
When SmarterTrack receives an email which references an existing active ticket (i.e. the ticket number appears in the email's subject line), the ticket's status automatically changes from active to waiting.  Is this a bug or can that behavior be modified to leave the ticket's status unchanged?

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Andrew Barker Replied
Employee Post Marked As Answer
By default, SmarterTrack automatically changes the status of a ticket to "Active" when a new message is received, so long as the ticket is not set to "Closed and Locked". The behavior you described may be triggered by an incorrectly configured event. I suggest that you submit a ticket for more personalized assistance.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278

Gary Buchwald Replied
Strange, because I don't think we have any events configured.  And it does seem much more logical for the system to change the status to "Active" upon receipt of a new message.  Thanks for the quick reply.  We will pursue.

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