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<p>Hi Joel,</p>
<p><br>
</p>
<p>There is indeed a scrip that auto-changes the status of inactive tickets back to active when a customer replies. However, stalled is not considered an inactive status in the default life cycle. Feel free to correct me if I'm wrong, but due to this the built-in
scrip will not change the status to open when a ticket gets updated while in stalled status. </p>
<p><br>
</p>
<p>Below is a portion of the default lifecycle, anything in inactive will cause the ticket's status to be updated.</p>
<p><br>
</p>
<p></p>
<div> default => {</div>
<div> initial => [qw(new)], # loc_qw</div>
<div> active => [qw(open stalled)], # loc_qw</div>
<div> inactive => [qw(resolved rejected deleted)], # loc_qw</div>
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<div>Regards,</div>
<p></p>
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<p><br>
</p>
<p>Zoey Schutt</p>
<p>Braincoral Technology, LLC</p>
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<div id="divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" style="font-size:11pt" color="#000000"><b>From:</b> rt-users <rt-users-bounces@lists.bestpractical.com> on behalf of Joel Bergmark <joel.bergmark@t3.se><br>
<b>Sent:</b> Thursday, May 12, 2016 2:30:01 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] Stalled tickets - Open on comment/reply?</font>
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<p class="MsoNormal"><span lang="EN-US">Perhaps this is not a bug, but stalled tickets that gets updated via email from external parties, didn’t this previously change the status of the ticket to Open?<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">In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip either (due to lack of perl skills).<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">Is this a bug or supposed to work in this way?<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">Regards<o:p></o:p></span></p>
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