No Sir, this was the way it was "out of the box". As I understand it... this is the default way RT SHOULD work.
________________________________ From: Kenneth Crocker <[email protected]> To: [email protected] Sent: Mon, August 2, 2010 2:43:43 PM Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please. Eric, Did you write a scrip for this and now it isn't working? Kenn LBNL On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain <[email protected]> wrote: Hello RT Users, I need some suggestions... > > >We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the >function >that re-opens a resolved ticket upon a reply has stopped working. It used to >be >that when we would resolve a ticket, if the original requester replied to the >"resolved" email, either with a "thanks" or "but it still dosen't work" or >whatever, the ticket would reopen automatically. Now, the requesters email >reply >is still entered into the ticket history, but the ticket remains resolved. Any >idea why this might have happened? I know many people would see this as a >"plus" >but I actually need this function. > > >Thank You, > >Eric A. Malain >Network Administrator >Wellpartner, Inc >“The brave may not live forever, but the cautious do not live at all” > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
