[rt-users] How to reopen resolved ticket with customer mail?

[Roy El-Hames]

I don't *think* its default behaviour, you'll need to create global 
scrip with On Correspondence as Condition and action similar to:
If ($self->TicketObj->Status eq 'resolved' {
     $self->TicketObj->SetStatus('open')
}
Regards;
Roy

Jacek Rudowski wrote:
> I suppose that it should be default action in RT - but what could be a
> reason for not doing that?
>
> The only action in most of cases is new correspondence added in history,
> but ticket is still marked as resolved instead become re-opened.
>
> Any idea?
>
>  
>
> Regards
>
> Jacek Rudowski
>
>  
>
> ________________________________
>
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jacek
> Rudowski
> Sent: 11 September 2006 14:36
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How to reopen resolved ticket with customer mail?
>
>  
>
> Hello,
>
>  
>
> Another day, another problem...
>
>  
>
> What and how should I change to have tickets reopened automatically when
> customer sends
>
> reply to mail from our support?
>
>  
>
> Regards
>
> Jacek Rudowski
>
>  
>
>
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