First, I want to apologize for this question. I know I remember seeing
an answer to this problem before, but I guess my google skills are
failing me today.
When I close a ticket, RT sends an email to the user to let them know it
has been closed. If that person is on vacation or something and they
have an auto-responder configured, that auto-reply email re-opens the
ticket. How can I configure RT to search for keywords in a message
(such as ‘on vacation’) before re-opening a ticket?