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

[Jesse Vincent]

in lib/RT/Action/AutoOpen.pm, there's a line that reads

if (($self->TicketObj->Status ne 'open') && $self->TransactionObj->IsInbound) {


try changing that to 

    if (   ($self->TicketObj->Status eq 'open') 
    	|| ( ($self->TicketObj->Status eq 'new) && 
    	      $self->TransactionObj->IsInbound  )) {

and restarting apache.


	-j
On Fri, Mar 21, 2003 at 10:34:03AM -0500, Jesse Vincent wrote:
> 
> 
> 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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