Help when trying to mail to another team's (Closed) Work Item

With the release of the November 2025 Feature Wave, Enate is introducing a new feature to help you when you find yourself trying to reply to a closed Work Item in Enate, something which can happen if you're sending a mail through to a related work item that is being action by a team in another department*.

*Example: Team A sends an email from an Action that starts a new Ticket for Team B. In the meantime Team A completes that Action, after which time someone in Team B wish to send a reply back to the original Action asking for more information.

Enate does not allow mails to be send to closed Work Items, so you need an alternative here. The system now helps you out by auto-detecting that the work item you'd normally be sending the mail through to is now closed. You'll be presented with a pop-up giving alternative work items that the mail can be sent through to. For each alternative option you'll see:

• the closed Work Item reference number,

• the active linked parent Work item reference number

• and the option for you to replace the closed Work Item with the active parent as the email recipient, or to just remove the closed Work item from being a recipient. Choosing the 'Remove' option will allow you to manually input an alternative recipient.

Once an email has been sent to the active parent Work Item, the parent Work Item will have the 'new information flag' set to on and users subscribed to the relevant notifications will be notified that an email has arrived for the parent Work Item.

If the linked parent Work Item has also been closed, you will be presented with a different pop-up showing the closed Work Items, that there are no active parent Work Items and allowing you remove closed Work Item from being the recipient.