On 05-Jan-2009, at 09:23 , Raed El-Hames wrote: > (Correct me if I am wrong ..please) but .. > I do not think just disabling / removing the scrip is a good > solution , > what you end up with correspondences/updates filtering into the ticket > which remains resolved, and no one notices, then a phone call from an > angry customer who has been ignored ..
I think you're right. But, modifying the source isn't advisable in this situation. Your suggestion #2 could more easily be implemented by creating a new script along the lines of "On Correspond, If Resolved, Return Message." It'd need a new email template, but that's all.. and I think should be fairly simple to implement without ever touching the source. > If you do not wish tickets to re-open then in addition to disabling > the > scrip, you either: > > 1- Create scrip to create new ticket when corresponding to a resolved > ticket. > 2- As James suggested modify the source code to send back a bounce > stating the ticket in question is resolved and should open a new > ticket > > In either case a new ticket and few more rows in your Groups and CGM > tables, In my opinion, its more system efficient to re-open the > ticket .. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
