[rt-users] Type of correspondence depending on status?

[Ruslan Zakirov]

On Thu, Mar 21, 2013 at 11:16 PM, Joe Kirby <kirby at umbc.edu> wrote:
> Some of my users have pointed out that once a ticket is resolved and they
> put up a comment it gets treated as a correspondence and then many things,
> including the re-opening of a ticket, occurs.
>
> Even though the script condition is on correspondence and they put up a
> comment the system seems to convert the type to correspondence.
>
> Is this by design or is there a setting we need to redo?


Reply (Correspond) does re-open resolved tickets, but comment
shouldn't. RT doesn't convert comments to corresponds out of the box.
I think it's some local customization either in code or scrips
(auto-open is a scrip).



>
> Thanks
>
> Joe
>
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response -   http://www.umbc.edu/doit
> Administration 627
> Office - 410-455-3020
> Email - kirby at umbc.edu
>



-- 
Best regards, Ruslan.