[rt-users] Prevent users reopening a closed ticket.

[John Robson]

Apologies if this is a repost - I sent it before my confirmation email
arrived, and have just checked the gossamer archives and it didn't show up.

Hi,
>
> I'd like to be able to prevent users from reopening a ticket which has been
> resolved (or rejected) but not one which has been stalled.
>
> Our Problem:
> A significant number of customers are replying to old tickets with new
> questions, which makes any analysis of how we handle tickets completely
> useless.
>
> Thoughts / Options:
> I'd like to be able to set RT to treat an incoming email on a closed ticket
> as a new ticket (potentially automatically linking to the original ticket).
> If it is the same issue then we can easily merge the tickets.
>
> The other option I've considered is the ability to split tickets -
> reassigning a number of transactions to a new ticket (ideally copying much
> of the ticket metadata, requestor etc.), so that we can then re-close the
> original ticket.
>
>
> It's possible that I've missed an obvious config option or plugin, but I
> couldn't find anything conclusive on the mailing list or best practical
> wiki.
>
> How do other people deal with this kind of issue?
>
>
> Cheers,
>
> John
>


-- 
John Robson
Senior Support Engineer
ApplianSys
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