Hi Guys,
I was wondering if it was possible to create a rule on
existing requests rather than when a new one is created, to say if the subject or description on the reply or forward to that ticket contains a keyword/phrase to automatically close it?
For example in the case where a ticket was created with Request ID 765, after the ticket was created if i was then to mail the incoming mailbox from an external client like Outlook with the subject line
RE: ##765## this can now be closed
Is it possible to set a rule so that it scans the subject or body on the reply, look for that phrase "This can now be closed" and automatically close the ticket?
Best Regards