On Thu, Mar 21, 2013 at 11:16 PM, Joe Kirby <[email protected]> wrote: > Some of my users have pointed out that once a ticket is resolved and they > put up a comment it gets treated as a correspondence and then many things, > including the re-opening of a ticket, occurs. > > Even though the script condition is on correspondence and they put up a > comment the system seems to convert the type to correspondence. > > Is this by design or is there a setting we need to redo?
Reply (Correspond) does re-open resolved tickets, but comment shouldn't. RT doesn't convert comments to corresponds out of the box. I think it's some local customization either in code or scrips (auto-open is a scrip). > > Thanks > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - [email protected] > -- Best regards, Ruslan.
