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

[Jesse]

This is as designed. However, it will be possible to configure this in RT
2.2 or so. (The framework is there in 2.0. we're just not exposing it yet.)


On Tue, Dec 12, 2000 at 11:21:22PM -0800, 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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-- 
jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped
to the gills on mdma that you can't focus on any given line of text for more 
than 10 seconds continuously."
					-Nathan Mehl