I remember this being a discussion thread a while back but searching the archives I couldn't find it. I found one thread from 2003 but it didn't address a resolution.
I resolved a ticket and then noticed my auto reply to the requestor didn't include my resolution information. So I went back into RT and clicked reply to send a reply to the requester from RT. When I looked at the History I saw the Ticket was now Open and I had to reset it to Resolved. When I sent the reply there is a transaction that shows Ticket Status changing from Resolved to Open. Is there a fix for this? Or is this a correct way for this to work? TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com