Eric, I could easily be wrong on this (has happened *many times* before), but I seem to remember a lot of complaints about tickets re-opening a "resolved" ticket when correspondence happened to it from the old *3.4.x* days. I thought that was reversed in *3.6.x* due to that. Maybe someone else remembers if there was a change put in due to those complaints.
Kenn LBNL On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain <[email protected]> wrote: > 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
