Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please

Hello RT Users, I need some suggestions…

We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function
that re-opens a resolved ticket upon a reply has stopped working. It used to be
that when we would resolve a ticket, if the original requester replied to the
"resolved" email, either with a “thanks” or “but it still dosen’t work” or
whatever, the ticket would reopen automatically. Now, the requesters email reply
is still entered into the ticket history, but the ticket remains resolved. Any
idea why this might have happened? I know many people would see this as a "plus"
but I actually need this function.

Thank You,

Eric A. Malain
Network Administrator
Wellpartner, Inc
“The brave may not live forever, but the cautious do not live at all”

Eric,

Did you write a scrip for this and now it isn’t working?

Kenn
LBNLOn Mon, Aug 2, 2010 at 12:49 PM, Eric Malain lyoncoeur@yahoo.com wrote:

Hello RT Users, I need some suggestions…

We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the
function that re-opens a resolved ticket upon a reply has stopped working.
It used to be that when we would resolve a ticket, if the original requester
replied to the “resolved” email, either with a “thanks” or “but it still
dosen’t work” or whatever, the ticket would reopen automatically. Now, the
requesters email reply is still entered into the ticket history, but the
ticket remains resolved. Any idea why this might have happened? I know many
people would see this as a “plus” but I actually need this function.

Thank You,

Eric A. Malain
Network Administrator

Wellpartner, Inc

“The brave may not live forever, but the cautious do not live at all”

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

No Sir, this was the way it was “out of the box”. As I understand it… this is
the default way RT SHOULD work.From: Kenneth Crocker kfcrocker@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Mon, August 2, 2010 2:43:43 PM
Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen
ticket…help please.

Eric,

Did you write a scrip for this and now it isn’t working?

Kenn
LBNL

Hello RT Users, I need some suggestions…

We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function
that re-opens a resolved ticket upon a reply has stopped working. It used to be
that when we would resolve a ticket, if the original requester replied to the
"resolved" email, either with a “thanks” or “but it still dosen’t work” or
whatever, the ticket would reopen automatically. Now, the requesters email reply
is still entered into the ticket history, but the ticket remains resolved. Any
idea why this might have happened? I know many people would see this as a "plus"
but I actually need this function.

Thank You,

Eric A. Malain
Network Administrator
Wellpartner, Inc
“The brave may not live forever, but the cautious do not live at all”

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Eric,

I could easily be wrong on this (has happened many times before), but I
seem to remember a lot of complaints about tickets re-opening a "resolved"
ticket when correspondence happened to it from the old 3.4.x days. I
thought that was reversed in 3.6.x due to that. Maybe someone else
remembers if there was a change put in due to those complaints.

Kenn
LBNLOn Tue, Aug 3, 2010 at 9:12 AM, Eric Malain lyoncoeur@yahoo.com wrote:

No Sir, this was the way it was “out of the box”. As I understand it…
this is the default way RT SHOULD work.


From: Kenneth Crocker kfcrocker@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Mon, August 2, 2010 2:43:43 PM
Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does
not reopen ticket…help please.

Eric,

Did you write a scrip for this and now it isn’t working?

Kenn
LBNL

On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain lyoncoeur@yahoo.com wrote:

Hello RT Users, I need some suggestions…

We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the
function that re-opens a resolved ticket upon a reply has stopped working.
It used to be that when we would resolve a ticket, if the original requester
replied to the “resolved” email, either with a “thanks” or “but it still
dosen’t work” or whatever, the ticket would reopen automatically. Now, the
requesters email reply is still entered into the ticket history, but the
ticket remains resolved. Any idea why this might have happened? I know many
people would see this as a “plus” but I actually need this function.

Thank You,

Eric A. Malain
Network Administrator

Wellpartner, Inc

“The brave may not live forever, but the cautious do not live at all”

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Eric,

I could easily be wrong on this (has happened many times before), but I seem to remember a lot
of complaints about tickets re-opening a “resolved” ticket when correspondence happened to it
from the old 3.4.x days. I thought that was reversed in 3.6.x due to that. Maybe someone else
remembers if there was a change put in due to those complaints.

No, RT ships with
On Correspond Open Tickets
It sounds like that scrip has either been disabled by the end user or
it is throwing an error, but we haven’t seen any of the relevant logs.

-kevin> On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain <[1]lyoncoeur@yahoo.com> wrote:

 No Sir, this was the way it was "out of the box". As I understand it... this is the default
 way RT SHOULD work.

 From: Kenneth Crocker <[2]kfcrocker@lbl.gov>
 To: [3]rt-users@lists.bestpractical.com
 Sent: Mon, August 2, 2010 2:43:43 PM
 Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen
 ticket...help please.
 Eric,

 Did you write a scrip for this and now it isn't working?

 Kenn
 LBNL

 On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain <[4]lyoncoeur@yahoo.com> wrote:

   Hello RT Users, I need some suggestions...
   We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that
   re-opens a resolved ticket upon a reply has stopped working. It used to be that when we
   would resolve a ticket, if the original requester replied to the "resolved" email, either
   with a "thanks" or "but it still dosen't work" or whatever, the ticket would reopen
   automatically. Now, the requesters email reply is still entered into the ticket history,
   but the ticket remains resolved. Any idea why this might have happened? I know many people
   would see this as a "plus" but I actually need this function.
   Thank You,

   Eric A. Malain
   Network Administrator

   Wellpartner, Inc

   *The brave may not live forever, but the cautious do not live at all*

   Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
   Buy a copy at [5]http://rtbook.bestpractical.com

References

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  4. mailto:lyoncoeur@yahoo.com
  5. http://rtbook.bestpractical.com/

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com