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A new ticket should be created when a requestor adds futher information to an already closed.

A new ticket should be created when a requestor adds futher information to an already closed ticket via the Customer portal or via the confimration mail.

 

I mean new ticket will be crated with Old Ticket History with added information.

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Answer accepted
Jack Community Leader Sep 20, 2019

You will need to leverage automation addon as a listener when comment is added. You will also need to ensure there is a reopen transition from the closed status.

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