RT::Extension::RepliesToResolved - intercept replies to resolved tickets
Intercepts replies via email to resolved tickets, and creates a new ticket rather than updating the resolved ticket. There are a few reasons to do this:
- "Thank you" messages re-open tickets and mess with statistics.
- People keep sending new questions into old tickets.
May need root permissions
Only run this the first time you install this module.
If you run this twice, you may end up with duplicate data in your database.
If you are upgrading this module, check for upgrading instructions in case changes need to be made to your database.
- Edit your /opt/rt4/etc/RT_SiteConfig.pm
If you are using RT 4.2 or greater, add this line:
For RT 4.0, add this line:
RT::Extension::RepliesToResolvedto your existing
- Clear your mason cache
rm -rf /opt/rt4/var/mason_data/obj
- Restart your webserver
Configuration for this extension is defined in
You can read about the options in that file and then set your own options in your RT_SiteConfig.pm file.
By default, after 7 days, this module will intercept mail to resolved tickets and force the creation of a new ticket. It then creates a RefersTo link between the two tickets. Each of these (time, statuses, link) is configurable.
Best Practical Solutions, LLC <email@example.com>
All bugs should be reported via email to
or via the web at
This software is Copyright (c) 2014-2015 by Best Practical Solutions
This is free software, licensed under:
The GNU General Public License, Version 2, June 1991