Cerb (Version 7.1.4)

[ben-carrasco]

Is there a way to prevent a reply to a closed ticket from re-opening it? Although initially I thought it could via VA--it doesn't seem like I can and maybe some type of default behavior.

[Hildy]

I believe Filters could strip the References and In-Reply-To headers to create a new ticket, but I'm not positive about that. 7.1.4 was long time ago. :)

[jstanden]

Yeah, with recent versions of Cerb you can use a mail.filter automation.

If the inbound message would thread to an existing closed ticket, you remove the In-Reply-To: and References: headers so the message opens a new ticket instead.

This bot behavior should work on Cerb 7.x, but I haven't specifically tested it. From Search->Behaviors->(+) select 'Import' and paste:

{
    "behavior": {
        "uid": "behavior_1000",
        "title": "Strip replies to closed tickets",
        "is_disabled": true,
        "is_private": false,
        "priority": 50,
        "event": {
            "key": "event.mail.received.app",
            "label": "Filter new incoming message"
        },
        "nodes": [
            {
                "type": "switch",
                "title": "Is a reply?",
                "status": "live",
                "nodes": [
                    {
                        "type": "outcome",
                        "title": "Yes",
                        "status": "live",
                        "params": {
                            "groups": [
                                {
                                    "any": 0,
                                    "conditions": [
                                        {
                                            "condition": "is_new",
                                            "bool": "0"
                                        }
                                    ]
                                }
                            ]
                        },
                        "nodes": [
                            {
                                "type": "switch",
                                "title": "To a closed ticket?",
                                "status": "live",
                                "nodes": [
                                    {
                                        "type": "outcome",
                                        "title": "Yes",
                                        "status": "live",
                                        "params": {
                                            "groups": [
                                                {
                                                    "any": 1,
                                                    "conditions": [
                                                        {
                                                            "condition": "parent_ticket_status",
                                                            "oper": "is",
                                                            "value": "closed"
                                                        },
                                                        {
                                                            "condition": "parent_ticket_id",
                                                            "oper": "!is",
                                                            "value": "0"
                                                        }
                                                    ]
                                                }
                                            ]
                                        },
                                        "nodes": [
                                            {
                                                "type": "action",
                                                "title": "Strip In-Reply-To/References headers",
                                                "status": "live",
                                                "params": {
                                                    "actions": [
                                                        {
                                                            "action": "set_header",
                                                            "header": "In-Reply-To",
                                                            "value": ""
                                                        },
                                                        {
                                                            "action": "set_header",
                                                            "header": "References",
                                                            "value": ""
                                                        }
                                                    ]
                                                }
                                            }
                                        ]
                                    }
                                ]
                            }
                        ]
                    }
                ]
            }
        ]
    }
}