Can you please give me also guidlines and steps how i can set up Option 1? I did submit a request but this is exactly what we need.
Hope to hear from you soon!
Hi @Abdullah
Thanks for posting! I created a new post with your question (which was originally posted here).
To prevent updates to tickets that are complete, you’ll need to locate the action step that is configured to update tickets. Add an expression to filter the tickets so that it only updates tickets that are not complete:
When you add this filter, it will prevent this step from updating any ticket that is complete. Instead, it will skip this step and the remaining steps in the mailbox will fire (including any steps that would create a new ticket).
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Thank you very much!