[rt-users] Replying to Resolved tickets reopens them - this is not what I want

[Scott Newton]

Requesters send their request for help to the "main" queue, we then have a 
dispatcher move the ticket to a more descriptive queue, like "OS-Install". 
The "main" queue is the only queue that grants Everyone the CreateTicket 
and SeeQueue perms. All other queues grant the Requester the following 
perms, CommentOn Ticket, ReplyToTicket, and ShowTicket.

When we Resolve a ticket from OS-Install, and the user responds back 
(usually to say thanks or via "Out of Office" autoreply)  it reopens the 
ticket. I thought I had stripped out all the rights that allow this, but 
apparently something is still letting it happen. I only want tickets to be 
created in "main" by the Requesters. But I want Requesters to be able to 
correspond on their tickets and be able to view the ticket details when 
they login. Can someone shed some light on which perms are best for what 
I'm trying to do?

Thanks for any help!

Scott Newton - Systems Management Integration Professional - Sr
Portland, OR - (503) 221-2662 - T/L 388-2662
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