Comments are used only by support personals, comments don't go to customer. SO, when customer reply to closed ticket, it's re-opened.
Why you would like to have ticket re-open when someone (not customer) comments?!? On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote: > It seems by default when a ticket is closed and someone emails into > the comment address, it doesn't re-open the ticket, which can caused > missed emails, etc. > > Is there a way to have RT re-open the ticket if it detects a comment, > once closed? > > Thanks! > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- JJussi Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
