Re-open ticket on comment?

RT Users
1

It seems by default when a ticket is closed and someone emails into
the comment address, it doesn’t re-open the ticket, which can caused
missed emails, etc.

Is there a way to have RT re-open the ticket if it detects a comment,
once closed?

Thanks!

2

Comments are used only by support personals, comments don’t go to customer.
SO, when customer reply to closed ticket, it’s re-opened.

Why you would like to have ticket re-open when someone (not customer)
comments?!?On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote:

It seems by default when a ticket is closed and someone emails into
the comment address, it doesn’t re-open the ticket, which can caused
missed emails, etc.

Is there a way to have RT re-open the ticket if it detects a comment,
once closed?

Thanks!

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

JJussi

3

We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn’t do us much good.

Thanks,
TylerOn Fri, Mar 26, 2010 at 10:04 AM, JJussi rt-users@jjussi.com wrote:

Comments are used only by support personals, comments don’t go to customer.
SO, when customer reply to closed ticket, it’s re-opened.

Why you would like to have ticket re-open when someone (not customer)
comments?!?

On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote:

It seems by default when a ticket is closed and someone emails into
the comment address, it doesn’t re-open the ticket, which can caused
missed emails, etc.

Is there a way to have RT re-open the ticket if it detects a comment,
once closed?

Thanks!

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
JJussi

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn’t do us much good.

Just mimic the existing scrip for ON Correspond Open Ticket with an On
Comment condition instead

-kevin> On Fri, Mar 26, 2010 at 10:04 AM, JJussi rt-users@jjussi.com wrote:

Comments are used only by support personals, comments don’t go to customer.
SO, when customer reply to closed ticket, it’s re-opened.

Why you would like to have ticket re-open when someone (not customer)
comments?!?

On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote:

It seems by default when a ticket is closed and someone emails into
the comment address, it doesn’t re-open the ticket, which can caused
missed emails, etc.

Is there a way to have RT re-open the ticket if it detects a comment,
once closed?

Thanks!

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
JJussi

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Thanks, works perfectly!On Fri, Mar 26, 2010 at 11:38 AM, Kevin Falcone falcone@bestpractical.com wrote:

On Fri, Mar 26, 2010 at 10:17:14AM -0700, Tyler Hall wrote:

We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn’t do us much good.

Just mimic the existing scrip for ON Correspond Open Ticket with an On
Comment condition instead

-kevin