There's a global scrip that by default sets the ticket status to "Open" on any correspondence -- you'll need to either deactivate it altogether or modify it to only act on unresolved tickets.
If you decide to modify it, you can use your same condition code as a starting point...you'll just be looking for ($ticket->Status ne 'resolved') instead of ($ticket->Status eq 'resolved') -- Mark Roedel Webmaster LeTourneau University -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Adam Allred Sent: Thursday, March 18, 2010 11:26 AM To: [email protected] Subject: [rt-users] deny re-opening of resolved ticket Hello, I am trying to configure RT to send an autoreply to a requestor if they reply to a resolved ticket, and leave that ticket in a resolved status. I used the contributed custom condition 'ReplyToResolved' from the wiki, 'autoreply to requestor' action, and a template with a basic text alerting the requestor of a non-logged message, and the auto-reply works. But, the ticket status changed from resolved to open. Does anyone know of a way to autoreply _and_ ensure the ticket remains in a 'resolved' status? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
