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

[Jesse Vincent]

Ah. that's different. I'll try to have a look today.



On Sat, Mar 22, 2003 at 01:13:51AM +1030, Matthew J. Draper wrote:
> 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.

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