General questions

  1. by default does a user replying to an email re-open the ticket
    if it’s been closed in the meantime? I seem to remember in RT2 that
    this was the case … if not, how would I go about establishing this
    behaviour?

  2. How does one split a ticket? eg, if a user asks about three different
    problems, can the ticket be split into several to deal with each problem
    individually? Or would one create the tickets manually and associate
    them with the original one?

Malcolm Herbert System Administrator
ph [990] 54881 rm 28-241 School of GeoSciences

  1. Yes

  2. There was a way to split something easily… Not sure if it was
    tickets or RTFM articles :slight_smile:

Malcolm Herbert wrote:

  1. by default does a user replying to an email re-open the ticket
    if it’s been closed in the meantime? I seem to remember in RT2 that
    this was the case … if not, how would I go about establishing this
    behaviour?

  2. How does one split a ticket? eg, if a user asks about three different
    problems, can the ticket be split into several to deal with each problem
    individually? Or would one create the tickets manually and associate
    them with the original one?

Adrian Carter
Technical Manager
Leading Edge Internet

Web http://www.lei.net.au http://support.lei.net.au
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail cartera@lei.net.au

  1. by default does a user replying to an email re-open the ticket
    if it’s been closed in the meantime? I seem to remember in RT2 that
    this was the case … if not, how would I go about establishing this
    behaviour?

I believe this is a scrip. I don’t remember if it’s installed by
default anymore.

  1. How does one split a ticket? eg, if a user asks about three different
    problems, can the ticket be split into several to deal with each problem
    individually? Or would one create the tickets manually and associate
    them with the original one?

I something similar to the wiki a bit ago. You might find it useful.
http://wiki.bestpractical.com/index.cgi?SpawnChildTicket

seph