[rt-users] Automatic resolve on e-mail

M B Norton ccxmbn at bath.ac.uk
Mon Sep 23 14:53:58 EDT 2002

Thanks for the help,
I've been slowly working on this and sure enough the WebUI does something 
beyond simply calling TicketObj->Resolve. The scrip action succeeds in
marking the ticket as resolved but it's then opened again immediately.
Looking at the the ticket history I see:

RT_System - Status changed from open to resolved 
RT_System - Status changed from resolved to open 

Actually setting the "status" field in the relevant mysql entry to
"resolved" is enough to resolve the ticket and stop it from showing in
the queue. 
I'm assuming there's something else within RT that needs to be done during
that transaction in order to complete it successfully.
Does anybody have any idea what that is?
I've been trying to work through the perl but it's currently got me

Thanks in advance for any help,

On Fri, 23 Aug 2002, Bruce Campbell wrote:

> On Fri, 23 Aug 2002, Phil Homewood wrote:
> > M B Norton wrote:
> > > I'm currently setting up RT and wondered if the following was possible..
> > > when an AdminCC replies I want the ticket to be automatically resolved and
> > > removed from the queue.
> > >
> > > If a scrip is needed to implement this, does anybody have this done
> > > already?
> >
> > This should be fairly trivial... off the top of my head
> > (and all untested, take note!)
> >
> > OnCorrespOut ResolveTicket with template Blank
> Result is still indeterminate if used from the WebUI, as the WebUI also
> sets several status variables.
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
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