[rt-users] Status changed from Resolved to Open during reply?

Ruslan U. Zakirov Ruslan.Zakirov at acronis.com
Mon Oct 11 17:15:14 EDT 2004

Kent wrote:
> On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent
> <jesse at bestpractical.com> wrote:
>>Because you've got an "OnCorrespond, Open ticket" scrip. It's not done
>>"in the user's process". It's done by the business logic.
> Yes I do have that scrip active. However even the update screen says
> 'Resolved (Unchanged)' but it does not stay unchanged it moves the
> status to open. So currently there is no way to reply to the ticket
> and keep it from playing the flip-flop game. The requestor then gets
> another 'Your ticket is resolved' email from us which I don't like. I
> would have to use a comment instead and CC the requestor which doesn't
> seem right and was not how the original RT worked (We just upgraded
> from RT 1.X).
Change this scrip. As far as I remeber I've modified it locally. If 
owner of ticket answers then RT doesn't open ticket. If somebody else 
replies then RT open it. That's all.

> As Vivek mentioned it also doesn't tell you that it changed the status
> in the WebUI it just does it. It seems counter to the 'Resolved
> (Unchanged)' message shown in the status field and to the logic of the
> system.
Adjust your scrips. Scrips and Web UI is a little different things.

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