We use comments to talk to vendors, therefore when a vendor replies and the ticket is closed it doesn't do us much good.
Thanks, Tyler On Fri, Mar 26, 2010 at 10:04 AM, JJussi <[email protected]> wrote: > 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 > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
