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

Hello Charles,

Unfortunately there is no way within OnTime to re-open an item automatically when a new email has been added to the item. You can trigger Notifications when that occurs, but there's no way to automatically change the Status or the Workflow Step when that occurs. Here in Support we do it the way you described- we get an email notification and then we manually reopen the item- because when a new email arrives we usually end up having to edit other aspects of the item, and changing the status is just one more step we do when updating the other fields.

I've heard that some customers have developed their own applications to work with OnTime to perhaps emulate the scenario you describe, but we really can't suggest any particular method that we can support.

You can submit the idea to our development team by using our Customer Portal, and it's possible that feature will be included in future versions of OnTime.

Let me know if you have any further questions.