Changing On Correspond Open Ticket with Template Blank


When my helpdesk agents reply to a Resolved ticket the ticket changes
status back to Open. This is done by a scrip called “On Correspond Open
Ticket with Template Blank”.

I want to modify the behaviour of the scrip so that it only sets the
status to Open when the incoming email is not from my helpdesk agents.

Has anyone done something similar ?

Is there a sample custom scrip that I can use to start the development
from ?

Kind regards
Andre Sachs

Andre Sachs
Clue Technologies
Mobile: +27-83-277-5677
Office: +27-21-434-8034
Fax: +27-21-434-4572