[rt-users] Re-opening a resolved ticket?

[Robert Boyd]

Seems like the correct action to me.  In your replies, include a line such
as "Replying to this email will re-open this ticket.  Please reply if you
have any more problems.".  It makes more sense to include a line like that
if you're auto-replying, and use the word "ticket" in the auto-reply,
otherwise they'll be scratching their heads "ticket.. huh??".

What we don't need is customers responding to a resolved ticket with "IT'S
STILL NOT WORKING!" and our support crew missing it because of the ticket
status.

-rob


On Tue, 12 Dec 2000, Russ Johnson wrote:

> 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? 
> (loop loop).
> 
> Russ Johnson
> Stargate Online
> 
> telnet://telnet.dimstar.net
> http://www.dimstar.net
> ICQ: 3739685:Airneil
> 
> 
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