<html><head><style type="text/css"><!-- DIV {margin:0px;} --></style></head><body><div style="font-family:arial, helvetica, sans-serif;font-size:10pt"><div>No Sir, this was the way it was "out of the box". As I understand it... this is the default way RT SHOULD work.</div><div style="font-family:arial, helvetica, sans-serif;font-size:10pt"><br><div style="font-family:times new roman, new york, times, serif;font-size:12pt"><font size="2" face="Tahoma"><hr size="1"><b><span style="font-weight: bold;">From:</span></b> Kenneth Crocker <kfcrocker@lbl.gov><br><b><span style="font-weight: bold;">To:</span></b> rt-users@lists.bestpractical.com<br><b><span style="font-weight: bold;">Sent:</span></b> Mon, August 2, 2010 2:43:43 PM<br><b><span style="font-weight: bold;">Subject:</span></b> Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.<br></font><br>
Eric,<br><br>Did you write a scrip for this and now it isn't working?<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain <span dir="ltr"><<a rel="nofollow" ymailto="mailto:lyoncoeur@yahoo.com" target="_blank" href="mailto:lyoncoeur@yahoo.com">lyoncoeur@yahoo.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0pt 0pt 0pt 0.8ex;border-left:1px solid rgb(204, 204, 204);padding-left:1ex;"><div><div style="font-family:arial, helvetica, sans-serif;font-size:10pt;color:black;"><div>
<div>Hello RT Users, I need some suggestions...</div><div><br></div><div>We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that re-opens a resolved ticket upon a reply has stopped working. It used to be that when we would resolve a ticket, if the original requester replied to the "resolved" email, either with a "thanks" or "but it still dosen't work" or whatever, the ticket would reopen automatically. Now, the requesters email reply is still entered into the ticket history, but the ticket remains resolved. Any idea why this might have happened? I know many people would see this as a "plus" but I actually need this function.</div>
<div><br></div><div>Thank You,</div></div><div><p class="MsoNormal"> </p>
<p class="MsoNormal"><a rel="nofollow" name="12a34aeeb5ebe7dc__MailAutoSig"><b><span style="color:rgb(54, 95, 145);">Eric A. Malain<br><span style="font-weight:normal;">Network
Administrator</span></span></b></a></p><p class="MsoNormal"><span><span style="color:rgb(0, 32, 96);">Wellpartner, Inc</span></span></p><p class="MsoNormal"><span style="font-family:Arial, sans-serif;font-size:8px;">“<span>The brave may not
live forever, but the cautious</span> do not live at all” </span></p></div><div></div>
</div><br>
</div><br><br>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br><span>
Buy a copy at <a target="_blank" href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a></span><br></blockquote></div><br>
</div></div><div style="position:fixed"></div>
</div><br>
</body></html>