[rt-users] Automatic resolve on e-mail
Phil Homewood
pdh at snapgear.com
Mon Sep 23 20:03:54 EDT 2002
M B Norton wrote:
> 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
Replace this line in webrt/Ticket/Update.html
DefaultStatus = $Ticket->Status() unless ($DefaultStatus);
with something like
unless ($DefaultStatus) {
$DefaultStatus = $Ticket->Status();
if ($DefaultStatus eq "open" && $Action eq "Respond") {
$DefaultStatus= "resolved";
}
}
which will make the "Status" dropdown on the correspondence page
default to "resolved" if the ticket is open.
Hack, hack, hack...
--
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
More information about the rt-users
mailing list