[rt-users] ticket reopen

Lance Wilson lwilson at chpdc.com
Mon Apr 30 10:03:32 EDT 2007

    I have the same issue in that when users reply to a "resolved" issue it
will add it to the ticket but I also want it to re-open the ticket.  I
realize that this is probably not the usual functionality but we will many
times resolve a ticket and the user has followup questions which we never
know about because it has now fallen off our radar.  I also realize that
things like "Thank You", etc. will drive us nuts.  But that is ok in our
I know it is a Scrip that would do this but I just don't know enough about
RT yet to create it from scratch.
Lance Wilson


From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mustafa
Sent: Friday, April 27, 2007 3:01 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] ticket reopen

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is resolved.
the ticket is updated with the reply email but the status remains
"resolved". where might the problem be and how can I troubleshoot it?

Mustafa Badawi

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