[rt-users] Prevent Status from changing upon inbound message

[Justin Hayes]

maybe try the following contribition:

http://wiki.bestpractical.com/view/NonTransitioningStatus

worked fine for me an now I can choose which statusses get set back  
to open on correspondance

Justin

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 4 Jun 2007, at 14:56, Dalal, Kamber Z (Kamber) wrote:

> I am running RT 3.6.3.
>
> I would like to maintain the status of the ticket when an email is  
> received into the ticket.
>
> I have modified the ./lib/RT/Action/AutoOpen.pm
>
> my $status = $self->TicketObj->Status;
>     return undef if $status eq 'open';
>     return undef if $status eq 'new' && $self->TransactionObj- 
> >IsInbound;
>
>
>     # the following lines were added
>     return undef if $status eq 'stalled' && $self->TransactionObj- 
> >IsInbound;
>     return undef if $status eq 'resolved' && $self->TransactionObj- 
> >IsInbound;
>     return undef if $status eq 'rejected' && $self->TransactionObj- 
> >IsInbound;
>     return undef if $status eq 'deleted' && $self->TransactionObj- 
> >IsInbound;
>
> the webservice was re-started.
>
> On a test RT system this works, and does not change the ticket  
> status.  Applying the same on the production, fails.  It does  
> change the ticket status from any one of:
> stalled, resolved and rejected status
> back to open status.
>
> What else should I be looking at to make this work.
>
> Kamber
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