[rt-users] reply by mail re-opens case?

2011-12-09 Thread Stefan Vollmar 
Hi,

quick question: I replied to a mail which had been sent via an RT queue. The 
corresponding case was closed but apparently re-opened when my reply arrived. 
Is this the expected behaviour? (I would not mind at all, we just wanted to 
make sure)

Best regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut für neurologische Forschung
Gleuelerstr. 50, 50931 Köln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: voll...@nf.mpg.de   http://www.nf.mpg.de








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Re: [rt-users] reply by mail re-opens case?

2011-12-09 Thread Emmanuel Lacour 
On Fri, Dec 09, 2011 at 11:02:52AM +0100, Stefan Vollmar wrote:
> Hi,
> 

Hi,

> quick question: I replied to a mail which had been sent via an RT
> queue. The corresponding case was closed but apparently re-opened when
> my reply arrived. Is this the expected behaviour? (I would not mind at
> all, we just wanted to make sure)
> 

this is the default behaviour that can be easily changed by removing the
global "scrip" "On correspond, open ticket with template blank".

(Configuration->Global->Scrips)



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