[rt-users] AutoTake and OpenTicket

[Phil Homewood]

Ferguson, Kevin wrote:
> However, after I installed this patch, I find that the status is now
> cycling from new to open and back to new when I reply to a ticket from
> the WebUI.  This was not happening before.  Has anyone seen this before?
> Has anyone even tried this combination of scripts before?  I could use
> some pointers on where to start looking for this problem.

Hmm. Looks like I made a similar patch to the one for the owner,
and promptly forgot I'd done it. :-) (M B Norton might also be
interested in this...)

Replace the line in webrt/Ticket/Update.html

$DefaultStatus = $Ticket->Status() unless ($DefaultStatus);

with

unless ($DefaultStatus) {
       $DefaultStatus = $Ticket->Status();
       if ($DefaultStatus eq 'new') {
               $DefaultStatus= 'open';
       }
}

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances