[rt-users] dont reopen

[Kenneth Crocker]

Albert,

We put a message in the "Resolved" template in BIG BOLD letters to instruct
the user to NOT do a reply. That has worked most of the time.

Kenn
LBNL

On Fri, Oct 22, 2010 at 6:26 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:

>  Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit
> >
> > --- On Thu, 10/21/10, Albert Shih <Albert.Shih at obspm.fr> wrote:
> >
> >
> >     Hi all
> >
> >     I'm using RT 3.8.8
> >
> >     On reply RT reopen the ticket. I would like to known if it's possible
> to
> >     make RT don't reopen a resolved ticket but send a message
> >
> >     Many people don't known the «compose» button and only known «reply»
> button,
> >     so I've some ticket live for ever...
> >
> >     Regards.
> >
> >     JAS
> >
> >
> >     --
> >     Albert SHIH
> >
> > Albert:
>
> Thanks.
>
> >   There should be a global script:  "On Correspond Open Ticket", by
> default.
> > If this is removed, RT will not open the ticket (I think).  If you delete
> that
>
> Yes I find this :
>
>        http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved
>
> > scrip, it should leave the ticket closed but still send the
> correspondence to
> > the user (and the admins, depending on how you have everything set).
>
> Exactly and that's the problem.
>
> What I want is when tue requestor answer the message of resolved ticket
> (something many month after), the RT do a automatic reply with something
> like :
>
>        Please don't answer this message. Send a new request to
>        «support_addresse».
>
> so make RT create a new ticket.
>
> I try to put the same condition as
>
>        http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved
>
> in all «On correspond» scrip and create a new one with this condition
>
>        return 1 if (($self->TransactionObj->Type ne 'Correspond')
> &&($self->TicketObj->Status eq 'resolved'));
>        return 0;
>
> to send message.
>
> But it's not working because RT send the message when I close the ticket (I
> don't known why).
>
> Thanks for you help
>
> Regards.
>
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> ven 22 oct 2010 15:21:41 CEST
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20101022/ee38ba1b/attachment.htm>