Make sur you have correct policies set for everyone and requestors.
For us it works:
hope that help.
Directeur dï¿½veloppement / Project Manager
Inet-Technologies inc.From: “Craig St George” firstname.lastname@example.org
Sent: Wednesday, August 22, 2001 11:14 PM
Subject: [rt-users] Re-opening Tickets RT2 Differance
Hi heres a difference that I do not know how to sort out form RT1 to RT2
when a requester makes a ticket then we replay that works
also we then resolve the ticket and if the requester emails back it opens
But if the person emails back form a different email address it adds the
comments but does not open up the ticket again
and also the reply to that one goes to the orginal address
Is there a way to get it to open up again or add them as a watcher
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