[rt-devel] Open from Resolved.

[Neil H.]

Unfortunately since this was so unintuitive we had to drop using it.  We
just spent the last 4 hours cleaning up emails from two weeks ago when we
upgraded to the latest version and emails weren't being reopened.

Neil

----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "Jason Slagle" <raistlin at tacorp.net>
Cc: "Neil H." <neil-list at hostmysite.com>; <rt-devel at fsck.com>
Sent: Thursday, August 23, 2001 7:21 PM
Subject: Re: [rt-devel] Open from Resolved.


> The code was in two places. It's now in one.  The current solution does
> not require that the user has ModifyTicket.
>
> The bit of logic I'm referring to is in Ticket->Correspond:
>
>     # TODO this bit of logic should really become a scrip for 2.2
>     if (($TransObj->IsInbound) and
> ($self->Status ne 'open') and
> ($self->Status ne 'new')
>        ) {
>
> my $TicketAsSystem = new RT::Ticket($RT::SystemUser);
> $TicketAsSystem->Load($self->Id);
>
> my $oldstatus = $TicketAsSystem->Status();
> $TicketAsSystem->__Set(Field => 'Status', Value => 'open');
> $TicketAsSystem->_NewTransaction
>   ( Type => 'Set',
>     Field => 'Status',
>     OldValue => $oldstatus,
>     NewValue => 'open',
>     Data => 'Ticket auto-opened on incoming correspondence'
>   );
>     }
>
>
>
>
> On Thu, Aug 23, 2001 at 07:18:37PM -0400, Jason Slagle wrote:
> > The code to do this WAS in rt-mailgate.
> >
> > My tickets stopped reopening when I merged changes from 2.0.5_03 in, and
I
> > had to readd the ->Open myself.
> >
> > What's kinda bothersome is that the user must poses ModifyTicket for it
to
> > suceed, which is only somewhat desireable.
> >
> > Jason
> >
> > --
> > Jason Slagle - CCNP - CCDP
> > Network Administrator - Toledo Internet Access - Toledo Ohio
> > - raistlin at tacorp.net - jslagle at toledolink.com - WHOIS JS10172
> > /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
.
> > \ /   ASCII Ribbon Campaign  .  Interim Team Lead - . Admin -
> >  X  - NO HTML/RTF in e-mail  .        Coders        .   wombat.dal.net
> > / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC Network
> >
> >
> > On Thu, 23 Aug 2001, Jesse Vincent wrote:
> >
> > > There is code in Ticket.pm, which does this _if_ the mail comes from a
ticket
> > > requestor.  In 2.2, this will move out to be a scrip and hence a
zillion
> > > times more configurable.
> > >
> > >
> > > On Thu, Aug 23, 2001 at 05:41:29PM -0400, Jason Slagle wrote:
> > > > No, I think he WANTS them to go back open (That is desireable).
> > > >
> > > > The call to Ticket::Open() was removed in rt-mailgate (I think I got
my
> > > > perl right, I'm a C kiddy).
> > > >
> > > > Jason
> > > > --
> > > > Jason Slagle - CCNP - CCDP
> > > > Network Administrator - Toledo Internet Access - Toledo Ohio
> > > > - raistlin at tacorp.net - jslagle at toledolink.com - WHOIS JS10172
> > > > /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . .
> > > > \ /   ASCII Ribbon Campaign  .  Interim Team Lead - . Admin -
> > > >  X  - NO HTML/RTF in e-mail  .        Coders        .
wombat.dal.net
> > > > / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC
Network
> > > >
> > > >
> > > > On Thu, 23 Aug 2001, Jesse Vincent wrote:
> > > >
> > > > > It was in earlier releases of RT 2, but should be fixed in current
releases.
> > > > >
> > > > >
> > > > > On Thu, Aug 23, 2001 at 11:24:41AM -0400, Neil H. wrote:
> > > > > > I am having tickets that are resolved however when someone
replies back to
> > > > > > it, it doesn't go from resolved back to open.  I can't really
find any
> > > > > > pattern but is there a known bug?
> > > > > >
> > > > > > Thanks,
> > > > > >
> > > > > > Neil
> > > > > >
> > > > > >
> > > > > > _______________________________________________
> > > > > > rt-devel mailing list
> > > > > > rt-devel at lists.fsck.com
> > > > > > http://lists.fsck.com/mailman/listinfo/rt-devel
> > > > > >
> > > > >
> > > > >
> > > >
> > > >
> > > > _______________________________________________
> > > > rt-devel mailing list
> > > > rt-devel at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-devel
> > > >
> > >
> > >
> >
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>
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