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

[Ruslan U. Zakirov]

Kent wrote:
> On Tue, 12 Oct 2004 10:33:59 -0500, Kent <drizit at gmail.com> 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.
>>
>>In an effort to fix my logic I have copied AutoOpen.pm to my
>>local/RT/Action directory and made the following changes to it listed
>>below. I am trying to make it so a correspondence from the WebUI or
>>Email does not re-open the ticket if CurrentUser=Owner.
> 
> 
> I finally figured out the proper syntax for this. 
:)
use next
$self->TicketObj->Owner == $self->TransactionObj->Creator
faster and less chances to get error

> For all those interested here is the change to allow AutoOpen to NOT
> open a resolved ticket if the person doing the update is the current
> owner. You do need to restart apache after making the changes.
> 
> Thanks go to Ruslan and Jesse for pointing me in the right direction.
> 
> # {{{ sub Prepare
> sub Prepare {
>     my $self = shift;
> 
>     # if the ticket is already open or the ticket is new and the
> message is more mail from the
>     # requestor, don't reopen it.
>     if ( ( $self->TicketObj->Status eq 'open' )
>          || ( ( $self->TicketObj->Status eq 'new' )
>               && $self->TransactionObj->IsInbound )
>       ) {
> 
>         return undef;
> -     } 
> -     else {
> -            return (1);
>     }
> 
> +    #If status is resolved and actor is owner don't open.
> +    if ( ( $self->TicketObj->Status eq 'resolved' )
> +         && ( $self->TicketObj->OwnerObj->Name eq
> &self->TransactionObj->CreatorObj->Name )
> +      ) {
> +       return undef;
> +   }
> 
> +    #Nothing matched. Exit OK
> +     return (1);
> }
> # }}}
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com