[rt-devel] On Correspond Open Tickets with template Blank

[Matthew J. Draper]

Sorry, I wasn't even remotely clear on this point in my last email...
This is after I've set the ticket status to stalled. I'm running rt3 in
a semi-production environment, and I've already lost one ticket for a
few days, because it wasn't reopened when the requestor replied. I can
consistently reproduce the behaviour, too... It wasn't just a once-off
issue. I take it no-one else is experiencing this? Any ideas?

Matthew 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Friday, 21 March 2003 6:33 PM
To: Matthew J. Draper
Cc: rt-devel at lists.fsck.com
Subject: Re: [rt-devel] On Correspond Open Tickets with template Blank



> Can anyone else replicate the following issue?
> 
> I have the default scrip, On Correspond Open Tickets with template
> Blank, enabled globally. If someone corresponds using the web
interface,
> it opens the ticket. If the owner corresponds using email, RT opens
the
> ticket. If the requestor replies to the email, RT doesn't open the
> ticket! The requestor is a non-privileged user, in my test
environment.
> 
> Have I misunderstood what the scrip is supposed to be doing, managed
to
> somehow break it, or is this a bug of some description?

The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket.  "new" tickets, by definition haven't yet
been touched by staff and are still flagged as new because they want
action.