<html>
<head>
<meta content="text/html; charset=utf-8" http-equiv="Content-Type">
</head>
<body bgcolor="#FFFFFF" text="#000000">
Hi Nicole,<br>
<br>
A couple of answers for you:<br>
<br>
* On versions, RTIR 3.2 runs on RT 4.2, RTIR 3.0 runs on RT 4.0.
Crossing versions can cause issues. You can find the version notes
in the README for reference:<br>
<br>
<a class="moz-txt-link-freetext" href="https://bestpractical.com/docs/rtir/3.2/README.html">https://bestpractical.com/docs/rtir/3.2/README.html</a><br>
<br>
* For setting configuration, you can create a new file named
RTIR_SiteConfig.pm and put it in the same directory as your
RT_SiteConfig.pm, which should be the etc directory wherever RT is
installed. Some details here:<br>
<br>
<a class="moz-txt-link-freetext" href="https://bestpractical.com/docs/rtir/3.2/RTIR_Config.html">https://bestpractical.com/docs/rtir/3.2/RTIR_Config.html</a><br>
<br>
However, I don't think there is a configuration option to address
your specific question.<br>
<br>
On the specific behavior you asked about, are you closing Incidents
while there is still a block active? RTIR uses the Incident ticket
as the central hub of all activity for an incident, so it's designed
to keep the incident open as long as any linked child tickets are
open. However, when you select Actions -> Resolve to resolve an
incident, it drops you in an update page will all children also
available for status and message updates. This makes it easy to
resolve the incident and linked children all at once. Maybe this
status update is what's setting the block as removed?<br>
<br>
If you uncheck the block update and try to resolve the incident,
you'll see a message "
<meta http-equiv="content-type" content="text/html; charset=utf-8">
Status of the Incident left unchanged; not all children were
updated." The idea is the incident shouldn't be resolved if the
block is still outstanding. However, you could resolve other child
tickets like Investigations while waiting for a block to be removed.
You can find some detail here:<br>
<br>
<a class="moz-txt-link-freetext" href="https://bestpractical.com/docs/rtir/3.2/Tutorial.html#Resolving-an-Incident">https://bestpractical.com/docs/rtir/3.2/Tutorial.html#Resolving-an-Incident</a><br>
<br>
Jim<br>
<br>
<div class="moz-cite-prefix">On 12/15/15 6:25 PM, Nicole Powell
wrote:<br>
</div>
<blockquote
cite="mid:18D9B428-984E-4A32-91E4-BE8A24CCFD20@gmail.com"
type="cite">
<meta http-equiv="content-type" content="text/html; charset=utf-8">
<div><br>
<br>
From the desk of Nicole A. Powell....</div>
<div><br>
Begin forwarded message:<br>
<br>
</div>
<blockquote type="cite">
<div><b>From:</b> Nicole Powell <<a moz-do-not-send="true"
href="mailto:nicolepowell85@gmail.com">nicolepowell85@gmail.com</a>><br>
<b>Date:</b> December 15, 2015 at 2:45:07 PM CST<br>
<b>To:</b> <a moz-do-not-send="true"
href="mailto:rtir@lists.bestpractical.com">rtir@lists.bestpractical.com</a><br>
<b>Subject:</b> <b>Making Changes to RTIR_Config.pm</b><br>
<br>
</div>
</blockquote>
<blockquote type="cite">
<div><span>I am looking for the RTIR_Config.pm file but I don't
have it with RT4.0 and RTIR3.2. I only have RT_Config.pm and
Rt_SiteConfig.pm.</span><br>
<span></span><br>
<span>The feature I'm specifically looking to turn off I the
SetBlockStatus. By default if you close an incident the
block is listed as removed but I don't want to change
automatically. How can I do this?</span><br>
<span></span><br>
<span>From the desk of Nicole A. Powell....</span></div>
</blockquote>
</blockquote>
<br>
</body>
</html>