(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 .. 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 .. Regards; Roy Jesse Vincent wrote: >>> From the original poster's description, it sounds like "Remove the >>> global scrip that reads "On Correspond, Open Ticket" >>> >> Perfect. Removing that wouldn't effect creation of tickets, though, >> correct? >> > > It would not. > >> James >> >> >> >> >> > > -- > _______________________________________________ > 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 > _______________________________________________ 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