[rt-users] ticket reopen

[Lance Wilson]

    I have the same issue in that when users reply to a "resolved" issue it
will add it to the ticket but I also want it to re-open the ticket.  I
realize that this is probably not the usual functionality but we will many
times resolve a ticket and the user has followup questions which we never
know about because it has now fallen off our radar.  I also realize that
things like "Thank You", etc. will drive us nuts.  But that is ok in our
situation.
 
I know it is a Scrip that would do this but I just don't know enough about
RT yet to create it from scratch.
 
Lance Wilson
 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mustafa
Badawi
Sent: Friday, April 27, 2007 3:01 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] ticket reopen


I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is resolved.
the ticket is updated with the reply email but the status remains
"resolved". where might the problem be and how can I troubleshoot it?

Thanks 
Mustafa Badawi

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