[rt-users] resolving and closing tickets

[Raed El-Hames]

(Correct me if I am wrong ..please) but ..
I do not think just disabling / removing the scrip is a good solution , 
what you end up with correspondences/updates filtering into the ticket 
which remains resolved, and no one notices, then a phone call from an 
angry customer who has been ignored  ..
If you do not wish tickets to re-open then in addition to disabling the 
scrip, you either:

1- Create scrip to create new ticket when corresponding to a resolved 
ticket.
2- As James suggested modify the source code to send back a bounce 
stating the ticket in question is resolved and should open a new ticket

In either case a new ticket and few more rows in your Groups and CGM 
tables, In my opinion, its more system efficient  to re-open the ticket ..

Regards;
Roy

Jesse Vincent wrote:
>>> From the original poster's description, it sounds like "Remove the
>>> global scrip that reads "On Correspond, Open Ticket"
>>>       
>> Perfect.  Removing that wouldn't effect creation of tickets, though,
>> correct?
>>     
>
> It would not.
>   
>> James
>>
>>
>>
>>
>>     
>
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