> I have the same issue in that when users reply to a > "resolved" issue it will add it to the ticket but I also want > it to re-open the ticket. I realize that this is probably > not the usual functionality but we will many times resolve a > ticket and the user has followup questions which we never > know about because it has now fallen off our radar. I also > realize that things like "Thank You", etc. will drive us > nuts. But that is ok in our situation. > > I know it is a Scrip that would do this but I just don't know > enough about RT yet to create it from scratch. > > Lance Wilson
Default RT behavior is to re-open a ticket upon reply. To avoid pointlessly re-opening tickets, you could politely ask (with an explanation) your users to not reply to resolve notices with thank you notes. The OnResolveOnce scrip contributed by Russell Mosemann (see http://wiki.bestpractical.com/index.cgi?OnResolveOnce) also works well for us. It notifies the requestor only the first time a ticket is resolved. Tickets are still re-opened on reply/comment, but it prevents something like: Tech resolves ticket, requestor notifed Requestor sends thank you reply, and re-opens ticket Tech resolves ticket, requestor notified Requestor sends reply, wasn't this already resolved... Tech resolves ticket, requestor notified ... Instead you may have: Tech resolves ticket, requestor notifed Requestor sends thank you reply, and re-opens ticket Tech resolves ticket, requestor _not_ notified HTH, Ronald Nissley _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
