Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
On Tue, Aug 03, 2010 at 10:41:03AM -0700, Kenneth Crocker wrote: 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. No, RT ships with On Correspond Open Tickets It sounds like that scrip has either been disabled by the end user or it is throwing an error, but we haven't seen any of the relevant logs. -kevin On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain [1]lyonco...@yahoo.com 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 [2]kfcroc...@lbl.gov To: [3]rt-us...@lists.bestpractical.com 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 [4]lyonco...@yahoo.com 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 [5]http://rtbook.bestpractical.com References Visible links 1. mailto:lyonco...@yahoo.com 2. mailto:kfcroc...@lbl.gov 3. mailto:rt-users@lists.bestpractical.com 4. mailto:lyonco...@yahoo.com 5. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgp8lhUE9eWOU.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 lyonco...@yahoo.com 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
Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
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 kfcroc...@lbl.gov To: rt-users@lists.bestpractical.com 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 lyonco...@yahoo.com 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
Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
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 lyonco...@yahoo.com 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 kfcroc...@lbl.gov *To:* rt-users@lists.bestpractical.com *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 lyonco...@yahoo.com 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
[rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
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
