[rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
kfcrocker at lbl.gov
Mon Aug 2 17:43:43 EDT 2010
Did you write a scrip for this and now it isn't working?
On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain <lyoncoeur at yahoo.com> wrote:
> Hello RT Users, I need some suggestions...
> We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the
> function that re-opens a resolved ticket upon a reply has stopped working.
> It used to be that when we would resolve a ticket, if the original requester
> replied to the "resolved" email, either with a "thanks" or "but it still
> dosen't work" or whatever, the ticket would reopen automatically. Now, the
> requesters email reply is still entered into the ticket history, but the
> ticket remains resolved. Any idea why this might have happened? I know many
> people would see this as a "plus" but I actually need this function.
> Thank You,
> *Eric A. Malain
> Network Administrator*
> Wellpartner, Inc
> “The brave may not live forever, but the cautious do not live at all”
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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