Reopen a ticket once a reply (email) is received

1

Hello everyone,

Beginner on RT. Just upgraded to RT5. Would like tickets to be reopened when end user responds (email/replied), even with a ‘thank you’.

We would rather have our teams close the ticket again when this happens rather than miss any outstanding issues.

How can we implement such a script?

Thank you for your help.
Keny

2

By default RT has the scrip “On Correspond Open Inactive Tickets”, if you go to Admin->Scrips do you have that scrip enabled? What happens right now if a requestor replies to a resolved/closed ticket?