What if reopen has not been allowed for this type of question

Your System administrator may have set that this type of request cannot be reopened by clients.  In this case they will not be offered the opportunity to reopen the question either in the Response email, or in the Check existing question client interface function.

However the client can always just reply to the response email. RefTracker will handle this scenario differently according to whether your System administrator has allowed the evaluation function for this Request form.  Often systems have been set up to give staff the opportunity to decide whether a question should be reopened or not.

When evaluation is not allowed, the client will receive a response email that clearly says that their reply email was not received.  It lists other ways the client can contact your organisation. A copy of the reply is saved into the question history (just in case it needs to be referred to), but, as the client has been advised that the email was NOT received no notifications are sent out about it.

When evaluation is allowed, the client will receive a response email that advises that the question cannot be reopened, but indicates that the email WAS received.  In this case the reply email is treated as an evaluation comment with the appropriate staff notified so that action can be taken if necessary. The question is not reopened.

When the system has been set up for reopen requests that the staff member can decide to allow or deny, the staff member can decide whether to send the email about their email not having been received so that they have the options for other ways to submit a new request.