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

[Roy El-Hames]

Jesse;
My understanding the question is about will RT default to re-open a 
resolved ticket when a new correspondence comes in .. in my systems 
production  rt-3.4.4 and dev 3.6.1 this does n't happen (and never 
happened in any version of RT I used starting from 3.0.11) .. is there 
something I am missing/wrong in my systems?
Roy

Jesse Vincent wrote:
>
> 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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>
>