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

[Kenneth Crocker]

Eric,

I could easily be wrong on this (has happened *many times* before), but I
seem to remember a lot of complaints about tickets re-opening a "resolved"
ticket when correspondence happened to it from the old *3.4.x* days. I
thought that was reversed in *3.6.x* due to that. Maybe someone else
remembers if there was a change put in due to those complaints.

Kenn
LBNL

On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain <lyoncoeur at yahoo.com> wrote:

> 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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