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

Gene LeDuc gleduc at mail.sdsu.edu
Wed Apr 29 11:42:17 EDT 2009

Hi Gravy,

We just disable global script #1 (On Correspond Open Tickets).  You could 
also replace the condition with a user-defined one that includes a check 
for (status ne 'resolved' && status ne 'rejected').


At 07:53 AM 4/29/2009, GravyFace wrote:
>When a ticket is resolved, RT sends out a system notification,
>"According to our records, your request has been resolved.".  Being
>polite, our customers usually reply to our resolution emails with a
>"thank you" -- I could tell them not to, I guess, but am wondering
>what others in the RT community do.
>Not a deal-breaker, but I could see this getting annoying for us.

Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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