[rt-users] Changing ticket status on correspondance...

[Phil Homewood]

Joe Breu wrote:
> I am using a scrip action for changing the ticket status to stalled on 
> correspondance.  The problem is that rt sets the ticket status to open 
> right afterwards.
> 
> Is there a way to accomplish this?

You'll want to look around line 1750 of lib/RT/Ticket.pm for the
code that handles "Ticket auto-opened on incoming correspondence".

    if (
        ($TicketAsSystem->Status ne 'open') and
        ($TicketAsSystem->Status ne 'new')
       ) {

becomes


    if (
        ($TicketAsSystem->Status ne 'open') and
        ($TicketAsSystem->Status ne 'new') and
        ($TicketAsSystem->Status ne 'stalled')
       ) {

or possibly just

    if ($TicketAsSystem->Status eq 'resolved') {