FW: [rt-users] Replying to Resolved tickets reopens them - this is not what I want

[Senoner Samuel]

I searched the script you said in RT3, but didn't find it.
Will this only block the reopening, but not the add of the
correspondence?
Wholdn't it be better to create a right "Reopen Ticket" and assign it or
not to the user or group?

Thanks for any response.

Samuel Senoner

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com] 
Sent: Thursday,17 July,2003 01:02
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Replying to Resolved tickets reopens them - this
is not what I want


Scott Newton wrote:
> When we Resolve a ticket from OS-Install, and the user responds back 
> (usually to say thanks or via "Out of Office" autoreply)  it reopens 
> the ticket. I thought I had stripped out all the rights that allow 
> this, but apparently something is still letting it happen.

You don't say which RT version you're using. In RT3 this is handled by
an OpenTickets scrip, which you can disable. In RT2 you need to find and
exterminate some code buried in RT::Ticket::Correspond().
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com
Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded
Solutions and Security Appliances
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