[rt-devel] On Correspond Open Tickets with template Blank

[J. Sloan]

> > I have the default scrip, On Correspond Open Tickets with template
> > Blank, enabled globally. If someone corresponds using the web interface,
> > it opens the ticket. If the owner corresponds using email, RT opens the
> > ticket. If the requestor replies to the email, RT doesn't open the
> > ticket! The requestor is a non-privileged user, in my test environment.

> The scrip replaces old built-in behavior that would automatically open
> tickets if privileged users replied to a new ticket or if anyone replied
> to a stalled or closed ticket.  "new" tickets, by definition haven't yet
> been touched by staff and are still flagged as new because they want
> action.

That's all very well, but that's not what you would expect from the name
of the scrip.  Someone who doesn't know the history is likely to be misled
in this way.

Admittedly coming up with better wording is fiddly :-)  'MaybeOpen' ?

John