<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Rus<div><br></div><div>We do have some global scripts which notify owner on a comment to ensure they are aware if someone else with capabilities added a comment. There is also 1 to notify the Admin CC group if no one is the owner.</div><div><br></div><div>Does having a notification tied to a script for a comment alter anything.</div><div><br></div><div>Like I said it performs fine when the ticket is open however when a ticket is resolved and someone goes in to make a comment the history even shows it as a Correspondence.</div><div><br></div><div>I actually did it today to verify. Created a ticket, put on a reply and then a comment and both showed correctly. Closed the ticket and then put a comment on it and it opens the ticket and logs it as a correspondence.</div><div><br></div><div>We are pretty good about not altering delivered code and we are on 4.0.6</div><div><br></div><div>We have added several of the extensions but they are mostly around mandatory items like subject, etc.</div><div><br></div><div>Thanks for such a quick reply</div><div><br></div><div>Joe</div><div><br></div><div><br></div><div><div apple-content-edited="true">
<span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><div>Joe Kirby , Assistant Vice President, Business Systems</div><div>Division of Information Technology (DoIT) </div><div>Support Response - <a href="http://www.umbc.edu/doit">http://www.umbc.edu/doit</a> </div><div>Administration 627</div><div>Office - 410-455-3020 </div><div>Email - <a href="mailto:kirby@umbc.edu">kirby@umbc.edu</a></div></div></div></span></span>
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<br><div><div>On Mar 21, 2013, at 5:26 PM, Ruslan Zakirov wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div>On Thu, Mar 21, 2013 at 11:16 PM, Joe Kirby <<a href="mailto:kirby@umbc.edu">kirby@umbc.edu</a>> wrote:<br><blockquote type="cite">Some of my users have pointed out that once a ticket is resolved and they<br></blockquote><blockquote type="cite">put up a comment it gets treated as a correspondence and then many things,<br></blockquote><blockquote type="cite">including the re-opening of a ticket, occurs.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Even though the script condition is on correspondence and they put up a<br></blockquote><blockquote type="cite">comment the system seems to convert the type to correspondence.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Is this by design or is there a setting we need to redo?<br></blockquote><br><br>Reply (Correspond) does re-open resolved tickets, but comment<br>shouldn't. RT doesn't convert comments to corresponds out of the box.<br>I think it's some local customization either in code or scrips<br>(auto-open is a scrip).<br><br><br><br><blockquote type="cite"><br></blockquote><blockquote type="cite">Thanks<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Joe<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Joe Kirby , Assistant Vice President, Business Systems<br></blockquote><blockquote type="cite">Division of Information Technology (DoIT)<br></blockquote><blockquote type="cite">Support Response - <a href="http://www.umbc.edu/doit">http://www.umbc.edu/doit</a><br></blockquote><blockquote type="cite">Administration 627<br></blockquote><blockquote type="cite">Office - 410-455-3020<br></blockquote><blockquote type="cite">Email - <a href="mailto:kirby@umbc.edu">kirby@umbc.edu</a><br></blockquote><blockquote type="cite"><br></blockquote><br><br><br>-- <br>Best regards, Ruslan.<br></div></blockquote></div><br></div></body></html>