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<p class="MsoNormal"><span lang="EN-US">Hi everyone – first email to the list! - ,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><i><span lang="EN-US"><o:p> </o:p></span></i></b></p>
<p class="MsoNormal"><b><i><span lang="EN-US">Context:<o:p></o:p></span></i></b></p>
<p class="MsoNormal"><span lang="EN-US">RT version is 4.0.4.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">My use case is fairly simple & common; I’ve added a ‘done’ state to ticket lifecycle and among other needs:<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">1.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US"> I want to make ‘resolved’ tickets unable to transition to any other state than ‘done’ (prevent reopening ‘resolved’ tickets).
</span><i><span lang="EN-US" style="font-size:10.0pt">(this is done)</span></i><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><i><span lang="EN-US" style="font-size:10.0pt"><span style="mso-list:Ignore">2.<span style="font:7.0pt "Times New Roman"">
</span></span></span></i><![endif]><span lang="EN-US">I want to prevent our users to interact – comment/reply – with tickets in state ‘resolved’. </span><i><span lang="EN-US" style="font-size:10.0pt">(here come the problems..)<o:p></o:p></span></i></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">With a little bit of research and trial&error I managed to accomplish the first requirement. I realized I don’t even need to disable the scrip ‘on Correspond reopen’ if I define the Lifecycles properly at RT_SiteConfig.pm.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><i><span lang="EN-US">Problem:<o:p></o:p></span></i></b></p>
<p class="MsoNormal"><span lang="EN-US">Im currently struggling with the requirement that, at first glance, looked more simple and straightforward to me: <u>If a ticket is in state ‘resolved’ I want to disable the possibility of doing interactions with it</u>
(ie: not allow any correnspond nor comment). <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Yes, I could edit the code at RT/Ticket::Correspond.. but that’s not what I want to do.
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">And yes, I could create a scrip that intercepts transactions on ‘resolved’ tickets, but Im sure there’s more elegant (and maintainable) solutions.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Of course, I’d notify our users that they are trying to interact with a resolved ticket, and that what they should do is open a new request. I already got a scrip for that.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Any help/guidance would be more than appreciated; I thought it’d be a common config, but I’ve gone through RT mail list archives and couldn’t find how to.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Thanks in advance,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Oriol Soriano.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
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