[rt-users] Re: Auto-opening and notifying tickets.

[Chris Murton]

Jim,

>The transition to open will happen automatically when one of your
>support staff adds comments or correspondence (i.e., when they reply to
>the mail that they get from RT when the ticket was created).

But this was another of the problems, when a ticket was created, it notified the
sender but failed to notify any of the staff so they would have to log in via the web interface
to even see that a customer had contacted us.

Thanks,
Chris



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