Reply by mail re-opens case?

RT Users
1

Hi,

quick question: I replied to a mail which had been sent via an RT queue. The corresponding case was closed but apparently re-opened when my reply arrived. Is this the expected behaviour? (I would not mind at all, we just wanted to make sure)

Best regards,
Stefan
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut für neurologische Forschung
Gleuelerstr. 50, 50931 Köln, Germany
Tel.: +49-221-4726-213 FAX +49-221-4726-298
Tel.: +49-221-478-5713 Mobile: 0160-93874279
Email: vollmar@nf.mpg.de http://www.nf.mpg.de

smime.p7s (4.31 KB)

2

Hi,

Hi,

quick question: I replied to a mail which had been sent via an RT
queue. The corresponding case was closed but apparently re-opened when
my reply arrived. Is this the expected behaviour? (I would not mind at
all, we just wanted to make sure)

this is the default behaviour that can be easily changed by removing the
global “scrip” “On correspond, open ticket with template blank”.

(Configuration->Global->Scrips)