[rt-users] Reply to closed ticket should open a new one

[Roy El-Hames]

Christian;
Is n't easier to do a queue scrip on your resolved queue to re-open and 
move the ticket to a different (a watched) queue ??
By creating a new ticket you are duplicating data, also the staff will 
most likely have to reference the old resolved ticket any way
Roy

Christian Hammers wrote:
> Hello
>
> Is it possible that a reply to an already closed ticket creates a
> completely new ticket?
>
> My problem is that our tickets are often moved to a queue like "resolved
> problems" and buried there and thus nobody notices it if it gets reopened
> there.
> So a reply to a closed ticket should, regardless of the ticket number
> that the sender put into the subject, create a new ticket. Maybe just
> by prepending a new [Ticket #1234] to the subject and leaving the old
> one there, too, for reference.
>
> I guess that could be done by modifying the global scripts, esp. the
> "On Correspondence open ticket" but I don't know how, simply saying
> "On Correspondence create ticket" seems not to change the behaviour.
>
> bye,
>
> -christian-
>
>