[rt-users] Users replying to "resolved" ticket notifications re-opens ticket

[Niels Huylebroeck]

Matt Nichols wrote:
>
> Hello,
>
>  
>
> When a ticket is resolved and the user receives an email notification
> stating that their ticket was resolved the user will often send a
> reply either saying "thanks" or something to that effect which adds it
> as a correspondence to the ticket (good) but also sets the ticket from
> resolved back to 'open (not good, extra work for us to go close the
> ticket again since it wasn't the users intention to open the issue
> back up with their reply.) Any ideas for a solution to this?
>
>  
>
> -Matt
>
A third solution could be found here :
http://wiki.bestpractical.com/index.cgi?OnResolveOnce
If you where to change the default scrip where it says in the condition
OnResolve, replace it with OnResolveOnce like described in the link.

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