[Rt-devel] RE: [rt-users] End users Replying to resolved tickets...

[Pedro Ponte]

Hello to you all,

I'm having a similar problem as this, but what I want to do is when a ticket
is closed and the response is sent to the requestor, the requestor replies a
comment like "Thanks" and the ticket is re-opened. This is not the behavior
that I wanted. 

I would like instead, that the response/comment to a closed ticket to open a
new ticket in the RT. I was working on this and I was able to change the
code file AutoOpen.pm and the system does not re-open the closed ticket, but
I would like to create the new ticket also... 

Doe anyone have an idea on how to do this? I just want to know what code
should I use to create a new ticket when there is a comment sent to a closed
ticket...

Best regards

Pedro Ponte
pponte at netcabo.pt
TV Cabo Portugal
Direccao de Redes e Serviço IP
Tel. +351215002259 
 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan
Zakirov
Sent: quinta-feira, 1 de Setembro de 2005 11:33
To: Les Stott
Cc: RT Users
Subject: Re: [rt-users] End users Replying to resolved tickets...

On 9/1/05, Les Stott <support at cyberpro.com.au> wrote:
> Hi All,
> 
> one of the most annoying things for us is when we close of a ticket and
> send a reply (along with the standard resolved ticket response) to an
> end user, then quite often reply back with "thanks". Trouble is that it
> re-opens the resolved ticket and we have to resolve it again.
> Even if we tell them in the reply not to reply unless there is a problem
> they dont read it, they don't even read the resolved ticket response
> they get which also tells them only to reply if there is still a problem.
> 
> Now that's just the way end-users are, i can accept that, but i thought
> i would see if anyone has attempted or done something along the lines
> of.....
As variant you can override Reply-To mail header in the reply
template, but this will prevent all users replies to resolve messages.

> 
> "If a user replies to a resolved ticket with only "thanks" in the body,
> accept the message back but dont re-open the ticket. We still see the
> email come through but dont need to re-resolve the ticket."
Yes, you could do it:
* you should create new scrip that resolve ticket if status changes
from resolved to open and message contains thanks...
* and you also should change resolve scrip because it shouldn't
trigger second resolve.

You can use examples from wiki as constructor parts, AFAIK there is
exist all parts you need on the wiki.

> 
> Could something like this be done?
> 
> Regards,
> 
> Les
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-- 
Best regards, Ruslan.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

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