[rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.

[Eric Malain]

No Sir, this was the way it was "out of the box". As I understand it... this is 
the default way RT SHOULD work.



________________________________
From: Kenneth Crocker <kfcrocker at lbl.gov>
To: rt-users at lists.bestpractical.com
Sent: Mon, August 2, 2010 2:43:43 PM
Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen 
ticket...help please.

Eric,

Did you write a scrip for this and now it isn't working?

Kenn
LBNL


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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