[rt-users] auto-resolve on response?

[Rasmus Brøgger]

On Mon, Sep 08, 2003 at 09:13:10AM -0700, Sean Perry wrote:
> Les Mikesell wrote:
> >Has anyone modified RT to toggle the 'resolved' status on
> >any response?  Ideally, I'd like replies using the web interface
> >or emails from queue watchers to automatically set the status
> >to resolved (but only on certain queues) while subsequent email
> >replies from the requestor should toggle back to open as it does
> >now.  These are very active queues where 99% of the traffic is
> >one question/one answer and the extra work of manually setting the
> >status slows things down.
> >
> 
> Just pondering out loud here.
> 
> Couldn't you make a Scrip which OnCorrespond checked who the 
> corespondence came from and if From == Owner (or some other special 
> thing) set the state to resolved?  The pieces should all be there for it 
> I think.
> 
> Now if you ONLY use the web interface this is easy too.  Instead of 
> hittng reply, choose Resolve at the top and it will reply and resolve 
> the ticket in one go.  I often use the Jumbo link to modify a lot of 
> ticket items at once.
> 
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> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

You could, but it would require some work on auth to ensure you can't
exploit it.

SMTP has no user auth pr defaut, so you need to be careful. At least if
its a public system.

/rhb