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<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>I am running RT
3.6.3.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>I would like to
maintain the status of the ticket when an email is received into the
ticket.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>I have modified the
./lib/RT/Action/AutoOpen.pm</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>my $status =
$self->TicketObj->Status;<BR> return undef if $status eq
'open';<BR> return undef if $status eq 'new' &&
$self->TransactionObj->IsInbound;</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007><BR> # the following lines were
added</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>
return undef if $status eq 'stalled' &&
$self->TransactionObj->IsInbound;<BR> return undef if
$status eq 'resolved' &&
$self->TransactionObj->IsInbound;<BR> return undef if
$status eq 'rejected' &&
$self->TransactionObj->IsInbound;<BR> return undef if
$status eq 'deleted' &&
$self->TransactionObj->IsInbound;</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>the webservice was
re-started.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>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:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>stalled, resolved
and rejected status</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>back to open
status.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=968054313-04062007>What else should I
be looking at to make this work.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=968054313-04062007>Kamber</SPAN></FONT></DIV></BODY></HTML>