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

[Jesse Vincent]

On Mon, Sep 11, 2006 at 04:29:08PM +0100, Roy El-Hames wrote:
> I don't *think* its default behaviour, you'll need to create global 
> scrip with On Correspondence as Condition and action similar to:

On Correspond Open Tickets with template Blank should be the default,
no?


> 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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