[rt-users] Re-opening a resolved ticket?
russj at dimstar.net
Wed Dec 13 02:21:22 EST 2000
Today, I resolved an open item. Normally, I reply to the ticket with the
solution, and mark it resolved at the same time.
The requestor replied to the resolution (which doesn't seem to me to be an
unnatural reaction). RT added the reply, and reopened the request. Adding
the reply is ok. I'd expect that. But re-opening a request shouldn't happen
from an incoming email. Then a ticket gets closed a second time, with
another "this ticket is now resolved" message to the requestor. Then they
reply asking why the ticket got closed twice... Do you see where I'm going?
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