<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><br class="webkit-block-placeholder"></div><div>I was referring to what happens when a customer responds to a ticket marked closed. If I own a ticket, respond and mark it closed, if the user responds again it will be reopened and still be owned by me. </div><div><br class="webkit-block-placeholder"></div><div><br class="webkit-block-placeholder"></div><div>Most of our email requests from customers require only a single response. So one thought I've had is to create a scrip that automatically marks a request closed with every response. Then create another scrip that triggers if a ticket is reopened that changes the owner to nobody. </div><div><br class="webkit-block-placeholder"></div><div>Not all of those triggers and actions are already defined, but it shouldn't be too hard to code them.</div><div><br class="webkit-block-placeholder"></div><div>Steve</div><div><br class="webkit-block-placeholder"></div><div><br class="webkit-block-placeholder"></div><br><div><div>On Jan 14, 2008, at 11:01 PM, Todd Chapman wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite">I don't follow.<br><br><div><span class="gmail_quote">On 1/14/08, <b class="gmail_sendername">Steve Cochran</b> <<a href="mailto:stephen.cochran@kingarthurflour.com">stephen.cochran@kingarthurflour.com</a>> wrote: </span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"><br>One of the problems is that any ticket that is closed but responded to<br>is also owned by the first person to respond. So even if the logout <br>code cleared any tickets they owned, more worried about tickets that<br>become owned when they aren't there.<br><br>Steve<br><br>On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote:<br><br>> You could have the person log out of RT before they leave. Then have <br>> the RT logout code give all that person's tickets to Nobody.<br><br>_______________________________________________<br><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users </a><br><br>Community help: <a href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><br>Commercial support: <a href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <br>Buy a copy at <a href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><br></blockquote></div><br></blockquote></div><br></body></html>