[otrs] Incident closed when Forward from incident

[Bas Rijniersce]

Hello,
 
In some of my incidents there is no Email reply short cut showing on the
right hand side. Phone call is there only. I have not figured out the
logic, the customer has an email. I try to do it on an email from the
customer. Etc etc
 
The only solution I used up o now whas to use the forward link to sent
my reply, but I just noticed that that closes my incident :(
 
And since I don't know how to re-open an incident, I'm stuck :-)
 
So really 2 questions:
 
1) Whu does the email link not always show up
2) Is there a way to re-open an incident
 
Thank you for your time
 
Bas
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