Apologies if this is a repost - I sent it before my confirmation email arrived, and have just checked the gossamer archives and it didn't show up.
Hi, > > I'd like to be able to prevent users from reopening a ticket which has been > resolved (or rejected) but not one which has been stalled. > > Our Problem: > A significant number of customers are replying to old tickets with new > questions, which makes any analysis of how we handle tickets completely > useless. > > Thoughts / Options: > I'd like to be able to set RT to treat an incoming email on a closed ticket > as a new ticket (potentially automatically linking to the original ticket). > If it is the same issue then we can easily merge the tickets. > > The other option I've considered is the ability to split tickets - > reassigning a number of transactions to a new ticket (ideally copying much > of the ticket metadata, requestor etc.), so that we can then re-close the > original ticket. > > > It's possible that I've missed an obvious config option or plugin, but I > couldn't find anything conclusive on the mailing list or best practical > wiki. > > How do other people deal with this kind of issue? > > > Cheers, > > John > -- John Robson Senior Support Engineer ApplianSys
_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
