[rt-users] resolving and closing tickets

[Matthew Pounsett]

On 05-Jan-2009, at 09:23 , Raed El-Hames wrote:

> (Correct me if I am wrong ..please) but ..
> I do not think just disabling / removing the scrip is a good  
> solution ,
> what you end up with correspondences/updates filtering into the ticket
> which remains resolved, and no one notices, then a phone call from an
> angry customer who has been ignored  ..

I think you're right.  But, modifying the source isn't advisable in  
this situation.  Your suggestion #2 could more easily be implemented  
by creating a new script along the lines of "On Correspond, If  
Resolved, Return Message."  It'd need a new email template, but that's  
all.. and I think should be fairly simple to implement without ever  
touching the source.

> If you do not wish tickets to re-open then in addition to disabling  
> the
> scrip, you either:
>
> 1- Create scrip to create new ticket when corresponding to a resolved
> ticket.
> 2- As James suggested modify the source code to send back a bounce
> stating the ticket in question is resolved and should open a new  
> ticket
>
> In either case a new ticket and few more rows in your Groups and CGM
> tables, In my opinion, its more system efficient  to re-open the  
> ticket ..