Sorry, I wasn’t even remotely clear on this point in my last email…
This is after I’ve set the ticket status to stalled. I’m running rt3 in
a semi-production environment, and I’ve already lost one ticket for a
few days, because it wasn’t reopened when the requestor replied. I can
consistently reproduce the behaviour, too… It wasn’t just a once-off
issue. I take it no-one else is experiencing this? Any ideas?
MatthewFrom: Jesse Vincent [mailto:email@example.com]
Sent: Friday, 21 March 2003 6:33 PM
To: Matthew J. Draper
Subject: Re: [rt-devel] On Correspond Open Tickets with template Blank
Can anyone else replicate the following issue?
I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web
it opens the ticket. If the owner corresponds using email, RT opens
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test
Have I misunderstood what the scrip is supposed to be doing, managed
somehow break it, or is this a bug of some description?
The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket. “new” tickets, by definition haven’t yet
been touched by staff and are still flagged as new because they want