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

[Kevin Falcone]

On Tue, Aug 03, 2010 at 10:41:03AM -0700, Kenneth Crocker wrote:
>    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.

No, RT ships with
On Correspond Open Tickets
It sounds like that scrip has either been disabled by the end user or
it is throwing an error, but we haven't seen any of the relevant logs.

-kevin

>    On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain <[1]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 <[2]kfcrocker at lbl.gov>
>      To: [3]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 <[4]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 [5]http://rtbook.bestpractical.com
> 
> References
> 
>    Visible links
>    1. mailto:lyoncoeur at yahoo.com
>    2. mailto:kfcrocker at lbl.gov
>    3. mailto:rt-users at lists.bestpractical.com
>    4. mailto:lyoncoeur at yahoo.com
>    5. http://rtbook.bestpractical.com/

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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