Setting up rt2 to auto-open resolved tickets on mail

RT Users
1

hi,

with rt1, the default behaviour was to re-open tickets when an email came
through the mailgate for a resolved ticket.

under rt2, with everything driven by scrips and templates, i have rt2
doing everything i want with my queues scrips and appropriate actions.

one thing i cannot see how to do easily is to change the status of a
ticket from resolved to open automatically if an email comes in about that
ticket.

ideas?

–matt

2

matt carter wrote:

hi,

with rt1, the default behaviour was to re-open tickets when an email came
through the mailgate for a resolved ticket.

under rt2, with everything driven by scrips and templates, i have rt2
doing everything i want with my queues scrips and appropriate actions.

See my post on the 24/8/01 to this list - ‘Ugly Migration’.

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

3

matt carter wrote:

hi,

with rt1, the default behaviour was to re-open tickets when an email came
through the mailgate for a resolved ticket.

under rt2, with everything driven by scrips and templates, i have rt2
doing everything i want with my queues scrips and appropriate actions.

See my post on the 24/8/01 to this list - ‘Ugly Migration’.

Teo,

This is good, however I’d have thought that given this feature was
stock-standard in rt1, there has to be a way to implement same in rt2
without hacking up the code?

–matt

4

You might want to read the list archives from earlier today, when
this issue was last discussed.On Fri, Sep 07, 2001 at 01:23:17PM +1000, matt carter wrote:

On Fri, 7 Sep 2001, Teo de Hesselle wrote:

matt carter wrote:

hi,

with rt1, the default behaviour was to re-open tickets when an email came
through the mailgate for a resolved ticket.

under rt2, with everything driven by scrips and templates, i have rt2
doing everything i want with my queues scrips and appropriate actions.

See my post on the 24/8/01 to this list - ‘Ugly Migration’.

Teo,

This is good, however I’d have thought that given this feature was
stock-standard in rt1, there has to be a way to implement same in rt2
without hacking up the code?

–matt

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5

You might want to read the list archives from earlier today, when
this issue was last discussed.

Doh!

(Having only just subscribed) thank you for the pointer.

–matt