Christian;
Is n't easier to do a queue scrip on your resolved queue to re-open and
move the ticket to a different (a watched) queue ??
By creating a new ticket you are duplicating data, also the staff will
most likely have to reference the old resolved ticket any way
Roy
Christian Hammers wrote:
Hello
Is it possible that a reply to an already closed ticket creates a
completely new ticket?
My problem is that our tickets are often moved to a queue like "resolved
problems" and buried there and thus nobody notices it if it gets reopened
there.
So a reply to a closed ticket should, regardless of the ticket number
that the sender put into the subject, create a new ticket. Maybe just
by prepending a new [Ticket #1234] to the subject and leaving the old
one there, too, for reference.
I guess that could be done by modifying the global scripts, esp. the
"On Correspondence open ticket" but I don't know how, simply saying
"On Correspondence create ticket" seems not to change the behaviour.
bye,
-christian-
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