[rt-users] Re-opening of new tickets

[Damian Gerow]

I'm having some problems with the re-opening of new tickets.  Specifically, 
we have a number of queues -- Support, Abuse, and testing.  All three are 
exhibiting different behaviours with respect to resolved ticket correspondance.

When a ticket is resolved in the Support queue, and the requestor sends in 
more correspondence, the ticket status is changed to "open" by RT_System as 
expected.

Until last night, when a requestor corresponded on a resolved ticket in the 
Abuse queue, it would _not_ re-open.  We changed the correspondence address 
to abuse@ instead of abuse-correspond@, and it started to work as expected, 
with RT_System changing the ticket status to "open".  Note that 
/etc/aliases and .procmailrc file both directed the two addresses to 
exactly the same location.

And right now, the testing queue is showing the same behaviour as the Abuse 
queue was before -- tickets are _not_ re-opened.  Correspondance is still 
sent out to the watchers/owner, but the ticket status has not been 
changed.  I've tried changing e-mail addresses as per the Abuse queue, and 
I've tried completely changing the e-mail address.  The Requestor has the 
same permissions on all queues, as does Owner and Everyone.  Scrips are 
more basic in this queue as opposed to the other two, but I didn't think 
this would make a difference.

I'm pretty sure it's a configuration issue -- can anyone help me with what 
I've missed?