I'm looking to find a way where we can automatically re-open a closed incident when an email message is added.  Right now we will still get the email notification informing the assigned user that an email has been added, but it would be nice not to have to remove the filter, find the closed incident and then change the workflow to re-open.  I saw a post on the forum about modifying a trigger on one of the tables but wanted to know if there was another way to do this.

Thanks in advance,

Charles