[rt-users] reply by mail re-opens case?
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 smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] reply by mail re-opens case?
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) RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012