[rt-users] RT2: OnCorrespondence AutoResolve?

[John Gedeon]

rt-2 can support email commands. So you could apply that patch to your mail 
gate and then your email only support people can type
'rt-status: resolved' at the top of their email an it will automatically 
set the status to resolved when the email is received and correspondence is 
sent.

    The patch I used as an example is at 
<http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/> look at 
enhanced-mailgate and enhanced-mailgate.README by Jesse

HTH
John

At 06:16 AM 9/12/2003, Scott A. McIntyre wrote:
>Hi,
>
>Part of our rt-2 user community (yes yes, we're trying to migrate to rt3 
>soon) would like to have their queue setup in such a way that any 
>correspondence/replies they generate to a ticket will reset the ticket 
>status to 'resolved'.
>
>They do not have any OnResolve conditions, and they don't use the command 
>line or web interface much; their use is limited to email and will only 
>use the interface to specifically query for tickets on an as-needed basis 
>for historical archive purposes only.
>
>I tried modifying the OpenTicket contribution to perform essentially the 
>same action, but I fear that there's a precedence problem I can't get 
>around.  There are three scrip actions for the queue:
>
>OnCreate NotifyAllWatchers with template Transaction
>OnCorrespond NotifyAllWatchers with template Correspondence
>OnCorrespond ResolveTicket with template Blank
>
>The order of these doesn't seem to matter on behaviour.
>
>What happens however is:
>
>Fri Sep 12 15:04:37 2003  Ticket created
>Fri Sep 12 15:05:57 2003  RT_System - Status changed from resolved to open
>Fri Sep 12 15:05:57 2003  RT_System - Status changed from new to resolved
>Fri Sep 12 15:05:57 2003  scott - Correspondence added
>
>The first entry was the Create, which did the right thing.  The third 
>entry was the resolve-on-correspondence, but then the correspondence went 
>out, which changed the status from resolved to open again.  The log 
>entries all have the same timestamp, as can be seen.
>
>Is there a solution for this short of modifying RT not to have the "open 
>ticket on correspondence" behaviour for one queue only (which probably 
>will be a bit of a headache to implement).
>
>Thanks for any thoughts,
>
>Scott
>
>
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