[rt-users] resolved tix reopen

[Phil Homewood]

Sheeri Kritzer wrote:
> I had this problem too.  We're testing a fix for BestPractical,
> which is under our support contract.  Which means that you should take
> this with much paranoia, and it's not a tested fix except in one system
> (although it's been fine for us).

Hmm. I don't see how the change you posted does what you say.
Nonetheless... back to Rick's problem:

> > When I resolve a ticket, then resolve it again (say to send
> > correspondence rather than a comment), the ticket reopens.  Is there any
> > work-around setting, or a status on this?  I don't think that I can view
> > the info on the bug.

Try the following: (disclaimer: untested)

Index: lib/RT/Ticket.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Ticket.pm,v
retrieving revision 1.5
diff -u -r1.5 Ticket.pm
--- lib/RT/Ticket.pm	15 Jul 2002 01:30:27 -0000	1.5
+++ lib/RT/Ticket.pm	30 Sep 2002 00:58:35 -0000
@@ -1749,6 +1749,7 @@
     $TicketAsSystem->Load($self->Id);
 	
     if (
+	($TransObj->IsInbound) and
 	($TicketAsSystem->Status ne 'open') and
 	($TicketAsSystem->Status ne 'new')
        ) {
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
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