Albert, We put a message in the "Resolved" template in BIG BOLD letters to instruct the user to NOT do a reply. That has worked most of the time.
Kenn LBNL On Fri, Oct 22, 2010 at 6:26 AM, Albert Shih <albert.s...@obspm.fr> wrote: > Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit > > > > --- On Thu, 10/21/10, Albert Shih <albert.s...@obspm.fr> wrote: > > > > > > Hi all > > > > I'm using RT 3.8.8 > > > > On reply RT reopen the ticket. I would like to known if it's possible > to > > make RT don't reopen a resolved ticket but send a message > > > > Many people don't known the «compose» button and only known «reply» > button, > > so I've some ticket live for ever... > > > > Regards. > > > > JAS > > > > > > -- > > Albert SHIH > > > > Albert: > > Thanks. > > > There should be a global script: "On Correspond Open Ticket", by > default. > > If this is removed, RT will not open the ticket (I think). If you delete > that > > Yes I find this : > > http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved > > > scrip, it should leave the ticket closed but still send the > correspondence to > > the user (and the admins, depending on how you have everything set). > > Exactly and that's the problem. > > What I want is when tue requestor answer the message of resolved ticket > (something many month after), the RT do a automatic reply with something > like : > > Please don't answer this message. Send a new request to > «support_addresse». > > so make RT create a new ticket. > > I try to put the same condition as > > http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved > > in all «On correspond» scrip and create a new one with this condition > > return 1 if (($self->TransactionObj->Type ne 'Correspond') > &&($self->TicketObj->Status eq 'resolved')); > return 0; > > to send message. > > But it's not working because RT send the message when I close the ticket (I > don't known why). > > Thanks for you help > > Regards. > > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris Meudon > 5 Place Jules Janssen > 92195 Meudon Cedex > Téléphone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > ven 22 oct 2010 15:21:41 CEST >