Reply to closed ticket should open a new one

Hello

Is it possible that a reply to an already closed ticket creates a
completely new ticket?

My problem is that our tickets are often moved to a queue like “resolved
problems” and buried there and thus nobody notices it if it gets reopened
there.
So a reply to a closed ticket should, regardless of the ticket number
that the sender put into the subject, create a new ticket. Maybe just
by prepending a new [Ticket #1234] to the subject and leaving the old
one there, too, for reference.

I guess that could be done by modifying the global scripts, esp. the
"On Correspondence open ticket" but I don’t know how, simply saying
"On Correspondence create ticket" seems not to change the behaviour.

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

Christian;
Is n’t easier to do a queue scrip on your resolved queue to re-open and
move the ticket to a different (a watched) queue ??
By creating a new ticket you are duplicating data, also the staff will
most likely have to reference the old resolved ticket any way
Roy

Christian Hammers wrote:

Hello!2006/8/21, Christian Hammers ch@westend.com:

Is it possible that a reply to an already closed ticket creates a
completely new ticket?

Read
http://wiki.bestpractical.com/index.cgi?ReplyToResolved and
http://wiki.bestpractical.com/index.cgi?ForkIntoNewTicket

Alexandr Ciornii, http://chorny.net

Not to mention all the tickets you’ll with content like “thank you” and
"why are you sending me mail again?" and “please stop sending me mail I
don’t want another ticket!”

Rick R.

Roy El-Hames wrote: