Re-opening Tickets RT2 Differance

RT Users
1

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 up.

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

2

Make sur you have correct policies set for everyone and requestors.

For us it works:
Group rules:

Everyone:
CreateTicket
CommentOnTicket
ReplyToTicket
ModifyTicket

Requestor:
CreateTicket
CommentOnTicket
ReplyToTicket
ModifyTicket

hope that help.

Regards,
Steve Poirier
Directeur d�veloppement / Project Manager
Inet-Technologies inc.From: “Craig St George” craig@webfarm.co.nz
To: rt-users@lists.fsck.com
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
up.

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

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

3

Steve Poirier wrote:

We’re also having this problem. Are there any scripts involved?

Make sur you have correct policies set for everyone and requestors.

For us it works:
Group rules:

Everyone:
CreateTicket
CommentOnTicket
ReplyToTicket
ModifyTicket

Requestor:
CreateTicket
CommentOnTicket
ReplyToTicket
ModifyTicket

hope that help.

T�o de Hesselle, | Kites rise highest against
Unix Systems Administrator | the wind – not with it.
|
University of Technology, Sydney | – Winston Churchill

4

I have those policys set like this it works for the requestor eg if he
emails back his ticket reponds after its resloved
and new info is added

But if its not coming form the same email address it adds the info from the
email but does not reopen the ticket

Regards