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

[Russ Johnson]

I would think that if "correct" behavior was to not re-open a resolved 
ticket, then a reply to a closed ticket could be made to open a new one.

Of course, this has it's own drawbacks.

At 03:09 AM 12/13/2000 -0600, Robert Boyd wrote:

>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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> >

Russ Johnson
Stargate Online

telnet://telnet.dimstar.net
http://www.dimstar.net
ICQ: 3739685:Airneil