One of our customers responded to a solved incident, which created a new incident with a note on the incident saying "Incident created due to reply to expired incident yymmdd-xxxxxx".
Incidents, Re-open deadline, Customer Portal pageset
When replying to an incident, a new incident will be created under any of the following conditions:
- When a contact updates a solved incident through the end-user pages and the incident has been solved beyond the time period specified by the "reopen_deadline" condition in the question details page, the "reopen_deadline" condition prevents the incident from being updated.
(You can change the amount of time in the "reopen_deadline" condition or prevent customers from ever updating a closed incident, regardless of how recently it’s been solved).
- When an incident is updated by email has been solved beyond the time period specified by the reopen deadline configuration.
For incidents being updated through techmail, the configuration setting MYQ_REOPEN_DEADLINE is where the time setting is defined.
Important!: The MYQ_REOPEN_DEADLINE configuration setting is not valid when using the customer portal end-user pages.
For Customer Portal page set, to change the reopen deadline behavior from the question/detail page, you need to edit the incident_reopen_deadline_hours attribute in the conditional tag towards the top of that page. The default page uses 168 (168 hours = 1 week). From additional information outlining this process, please review Answer ID 190: Setting a time limit on reopening a solved incident.