<HTML><BODY style="word-wrap: break-word; -khtml-nbsp-mode: space; -khtml-line-break: after-white-space; ">maybe try the following contribition:<DIV><BR class="khtml-block-placeholder"></DIV><DIV><A href="http://wiki.bestpractical.com/view/NonTransitioningStatus">http://wiki.bestpractical.com/view/NonTransitioningStatus</A></DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>worked fine for me an now I can choose which statusses get set back to open on correspondance</DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>Justin</DIV><DIV><BR><DIV> <SPAN class="Apple-style-span" style="border-collapse: separate; border-spacing: 0px 0px; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; text-align: auto; -khtml-text-decorations-in-effect: none; text-indent: 0px; -apple-text-size-adjust: auto; text-transform: none; orphans: 2; white-space: normal; widows: 2; word-spacing: 0px; "><SPAN class="Apple-style-span" style="border-collapse: separate; border-spacing: 0px 0px; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; text-align: auto; -khtml-text-decorations-in-effect: none; text-indent: 0px; -apple-text-size-adjust: auto; text-transform: none; orphans: 2; white-space: normal; widows: 2; word-spacing: 0px; "><SPAN class="Apple-style-span" style="border-collapse: separate; border-spacing: 0px 0px; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; text-align: auto; -khtml-text-decorations-in-effect: none; text-indent: 0px; -apple-text-size-adjust: auto; text-transform: none; orphans: 2; white-space: normal; widows: 2; word-spacing: 0px; "><DIV>------------------------------------------------------</DIV><DIV>Justin Hayes</DIV><DIV>Support Manager</DIV><DIV><A href="mailto:justin.hayes@orbisuk.com">justin.hayes@orbisuk.com</A></DIV><DIV><BR class="khtml-block-placeholder"></DIV><BR class="Apple-interchange-newline"></SPAN></SPAN></SPAN> </DIV><BR><DIV><DIV>On 4 Jun 2007, at 14:56, Dalal, Kamber Z (Kamber) wrote:</DIV><BR class="Apple-interchange-newline"><BLOCKQUOTE type="cite"> <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><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; ">_______________________________________________</DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; "><A href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</A></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; min-height: 14px; "><BR></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; ">Community help: <A href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</A></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; ">Commercial support: <A href="mailto:sales@bestpractical.com">sales@bestpractical.com</A></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; min-height: 14px; "><BR></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; min-height: 14px; "><BR></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; ">Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<SPAN class="Apple-converted-space"> </SPAN></DIV><DIV style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; ">Buy a copy at <A href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</A></DIV> </BLOCKQUOTE></DIV><BR></DIV></BODY></HTML>