[rt-users] status change when reply on resolved ticket

[Asanka Gunasekera]

Hi Ruslan but what if a customer replies to an resolved ticket just to confirm that the work was competed to his/her satisfaction, how can I handle such a 
scenario. I dont want this reopened but add the customer reply as it is

Thanks and Regards






________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Ruslan Zakirov <ruz at bestpractical.com> 
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 27 August 2012, 22:33
Subject: Re: [rt-users] status change when reply on resolved ticket
 

Thanks Ruslan



________________________________
 From: Ruslan Zakirov <ruz at bestpractical.com>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> 
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 27 August 2012, 21:27
Subject: Re: [rt-users] status change when reply on resolved ticket
 
On Mon, Aug 27, 2012 at 2:46 PM, Asanka Gunasekera
<asanka_gunasekera at yahoo.co.uk> wrote:
> Hi, I just ran in to a vired thing. when I reply on a ticker which is been
> marked as resolved the status changes back to "open" any help to stop this
> behavior.

It's auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

> Thanks and regards
>



-- 
Best regards, Ruslan.
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