Hi Ruslan but what if a customer replies to an resolved ticket just to confirm that the work was competed to his/her satisfaction, how can I handle such a scenario. I dont want this reopened but add the customer reply as it is
Thanks and Regards ________________________________ From: Asanka Gunasekera <asanka_gunasek...@yahoo.co.uk> To: Ruslan Zakirov <r...@bestpractical.com> Cc: "rt-users@lists.bestpractical.com" <rt-users@lists.bestpractical.com> Sent: Monday, 27 August 2012, 22:33 Subject: Re: [rt-users] status change when reply on resolved ticket Thanks Ruslan ________________________________ From: Ruslan Zakirov <r...@bestpractical.com> To: Asanka Gunasekera <asanka_gunasek...@yahoo.co.uk> Cc: "rt-users@lists.bestpractical.com" <rt-users@lists.bestpractical.com> Sent: Monday, 27 August 2012, 21:27 Subject: Re: [rt-users] status change when reply on resolved ticket On Mon, Aug 27, 2012 at 2:46 PM, Asanka Gunasekera <asanka_gunasek...@yahoo.co.uk> wrote: > Hi, I just ran in to a vired thing. when I reply on a ticker which is been > marked as resolved the status changes back to "open" any help to stop this > behavior. It's auto open scrip kicks in. In 3.8 and recent 4.0.x releases (earlier 4.0 releases lost this functionality) allow you to pick status in the UI on reply to avoid the change. You can disable the scrip, but this means that tickets are not re-opened when requestors reply. > Thanks and regards > -- Best regards, Ruslan.
