On Fri, Nov 30, 2012 at 01:00:54PM +0000, Nick Fennell wrote: > Actually, some additional information to this. > The scrip may in fact be working but from the opposite way to what I > want/expect. > When customer correspondence is received, the ticket status (on a resolved > ticket) is set to > Open. > However, what I want is when correspondence is added to a ticket with > status = New, set it to > Open.
On Correspond Open Tickets will flip a ticket from new -> open or resolved -> open when correspondence happens. Please note that it has a lot of tweaks (so, if a requestor requests a ticket and then replies to the Autoreply email, it won't go new -> open) and other related things. You can read more about the action here http://bestpractical.com/rt/docs/latest/RT/Action/AutoOpen.html -kevin
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