Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned.
The scripts I have set are as follows: Scrips which apply to all queues Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify AdminCcs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Ccs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Owner with template ReplyToResolved On a Reply(correspondance) to a resolved ticket set the status back to new On Reply to Resolved Ticket User Defined with template Blank For CC and BCC Field On Correspond Notify Other Recipients with template Correspondence for CC and BCC Field On Comment Notify Other Recipients with template Correspondence Queue Scrips On Resolve Notify Requestors with template Resolved On Resolve Notify AdminCcs with template Resolved On Resolve Notify Owner with template Resolved On Correspond Notify Requestors with template Correspondence On Create Notify Owner with template Admin Comment On Create Notify Requestors, Ccs and AdminCcs with template Admin Comment On Correspond Notify Owner with template Correspondence Thanks Dave -----Original Message----- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:31 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells <dave.we...@foreshore.net> wrote: > Hi Guys, > Just a quick question, when our users comment on a ticket in a new > state, the ticket is automatically moved to an open state. > There are no scripts I can find that carry out this action, is this a > default action and if it is can it be changed? > Many Thanks > Dave > Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T _______________________________________________ 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