[rt-users] Resolved Tickets being Reopened

[Drew Barnes]

We are using the OnResolveOnce contribution from the wiki.  the second 
time you close a ticket, they are not notified and don't reply saying 
"Thanks".  The other option would be to find or write a scrip which will 
check to see if the ticket is resolved and create a new ticket.  This 
would need to replace your standard OnCorrespond condition.  There may 
be something you can draw from on the wiki.  Always, always, always wiki.

DB


Nick Metrowsky wrote:
>
> Hi Everyone,
>
>  
>
> This may have been discussed before, but I hope to get the definitive 
> answer.
>
>  
>
> A ticket is resolved and the user is informed that it was done so. 
> They reply to the e-mail sent by Request Tracker that the ticket has 
> been Resolved. Because the user replied to the message sent by Request 
> Tracker, the ticket status is then changed from the Resolved state to 
> the Open state. Is there a way to prevent this from happening? We are 
> running Request Tracker V3.4.4.
>
>  
>
> Thank you for your help,
>
>  
>
> Take care!
>
>  
>
> Nick
>
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-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati