Apologies if this is a repost - I sent it before my confirmation email
arrived, and have just checked the gossamer archives and it didn’t show up.
I’d like to be able to prevent users from reopening a ticket which has been
resolved (or rejected) but not one which has been stalled.
A significant number of customers are replying to old tickets with new
questions, which makes any analysis of how we handle tickets completely
Thoughts / Options:
I’d like to be able to set RT to treat an incoming email on a closed ticket
as a new ticket (potentially automatically linking to the original ticket).
If it is the same issue then we can easily merge the tickets.
The other option I’ve considered is the ability to split tickets -
reassigning a number of transactions to a new ticket (ideally copying much
of the ticket metadata, requestor etc.), so that we can then re-close the
It’s possible that I’ve missed an obvious config option or plugin, but I
couldn’t find anything conclusive on the mailing list or best practical
How do other people deal with this kind of issue?
Senior Support Engineer