I have an ITSM 14.1 site interested in the following scenario.
Any suggestions on how they might achieve this?
- Emails to "not Closed" SDM tickets should perform an UPDATE.
- Emails to "Closed" SDM tickets should "CREATE NEW" ticket, and not update the existing ticket.
- CA PAM Web Services updates should be able to UPDATE all tickets - whether open or closed.
There is a parameter "@NX_EMAIL_ALLOW_UPDATE_ON_INACTIVE" which controls whether Closed tickets may be updated. However, it can't be enabled to prevent updates to Closed tickets, otherwise the CA PAM Web Services updates will stop working.
For issue 00771777.