[rt-users] Re-open ticket on comment?

[Tyler Hall]

We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn't do us much good.

Thanks,
Tyler


On Fri, Mar 26, 2010 at 10:04 AM, JJussi <rt-users at jjussi.com> wrote:
> Comments are used only by support personals, comments don't go to customer.
> SO, when customer reply to closed ticket, it's re-opened.
>
> Why you would like to have ticket re-open when someone (not customer)
> comments?!?
>
> On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote:
>
>> It seems by default when a ticket is closed and someone emails into
>> the comment address, it doesn't re-open the ticket, which can caused
>> missed emails, etc.
>>
>> Is there a way to have RT re-open the ticket if it detects a comment,
>> once closed?
>>
>> Thanks!
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>>
>
>
> --
> JJussi
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>