[rt-users] reply by mail re-opens case?

[Emmanuel Lacour]

On Fri, Dec 09, 2011 at 11:02:52AM +0100, Stefan Vollmar wrote:
> Hi,
> 

Hi,

> quick question: I replied to a mail which had been sent via an RT
> queue. The corresponding case was closed but apparently re-opened when
> my reply arrived. Is this the expected behaviour? (I would not mind at
> all, we just wanted to make sure)
> 

this is the default behaviour that can be easily changed by removing the
global "scrip" "On correspond, open ticket with template blank".

(Configuration->Global->Scrips)