[rt-users] Re-open ticket on comment?

Kevin Falcone falcone at bestpractical.com
Fri Mar 26 14:38:07 EDT 2010


On Fri, Mar 26, 2010 at 10:17:14AM -0700, Tyler Hall wrote:
> We use comments to talk to vendors, therefore when a vendor replies
> and the ticket is closed it doesn't do us much good.

Just mimic the existing scrip for ON Correspond Open Ticket with an On
Comment condition instead

-kevin

> On Fri, Mar 26, 2010 at 10:04 AM, JJussi <rt-users at jjussi.com> wrote:
> > Comments are used only by support personals, comments don't go to customer.
> > SO, when customer reply to closed ticket, it's re-opened.
> >
> > Why you would like to have ticket re-open when someone (not customer)
> > comments?!?
> >
> > On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote:
> >
> >> It seems by default when a ticket is closed and someone emails into
> >> the comment address, it doesn't re-open the ticket, which can caused
> >> missed emails, etc.
> >>
> >> Is there a way to have RT re-open the ticket if it detects a comment,
> >> once closed?
> >>
> >> Thanks!
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
> > --
> > JJussi
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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