Hi, I’m using RT4.4, and I’ve drawn a blank on this one, despite having tried various solutions from the wiki, for example https://rt-wiki.bestpractical.com/wiki/Conditional_Reopen_Reject.
When we resolve a ticket, after 30 days the status changes to archived and the ticket can no longer be reopened. However, customers are still able to reply to these tickets, but we can easily miss the reply. What we would like to happen is that the customer’s email gets an automatic response saying that “this ticket is archived and cannot be reopened - please open a new ticket”. Does anybody else do this and would be willing to share how you achieve it?