When an email comes in and Enate determines that the email should be appended to a Ticket, if that Ticket is closed the email then gets appended to the parent of the Ticket (if there is one). This should not happen. When an email comes in and Enate determines that the email should be appended to a Ticket, if that Ticket is closed, the email should instead create a brand new work item, even if the Ticket has a parent.