We updated to the latest firmware and service pack recently, and noticed that our ReopenTicket rule doesn't seem to be working anymore.  I can close a ticket, then reply to that ticket by email and it stays closed.  Anybody else see this?  

Our Run log shows the following:

 

02/28/2013 09:07:20> Starting: 02/28/2013 09:07:20

02/28/2013 09:07:20> Executing Select Query...

02/28/2013 09:07:20> selected 0 rows

Not sure whats going on, any ideas?

 

-Update- our reply to address was set incorrectly to be email@appliance.company.com rather than email@company.com.

Answer Summary:
our reply to address was set incorrectly to be email@appliance.company.com rather than email@company.com.
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To troubleshoot disable all custom ticket rules.

Also note if you are the admin and the owner it wont work by design. 

part of the code for the rule specifies this in the where clause which means results =0

and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)

 

Answered 02/28/2013 by: jdornan
Red Belt

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