[rt-users] Requestor self-resolving a ticket gets undone

[Ken Crocker]

Eric,

       Have you tried letting the role of requestor have the right to 
own and modify a ticket? If the requestor can see it, own it, reply to 
it and modify it, then the requestor should be able to change the 
status. That's my idea anyway.

Kenn

Eric Horne wrote:

> I'd like to have RT allow requestors to resolve their own tickets.. 
> For example, sometimes someone submits a ticket and then realizes 
> there isn't really a problem -- users have asked for the ability to 
> resolve such a ticket.
>
> Everything I've tried, I've been able to have the requestor change the 
> state to resolved via the SelfService. However, immediately after 
> that, the ticket gets reopened. In order for the resolve to stick, the 
> user must provide a comment.
>
> We have the standard Scrip #1, which is re-open the ticket on 
> correspondence. I've modified the condition to only fire this scrip if 
> the Type is Correspond and the Transaction Creator is a Requestor. It 
> works fine.
>
> I suspect that Scrip #1 is re-opening the ticket after it's been 
> resolved because of the comment correspondence.
>
> I've tried batching Scrip #1, but there is no effect.
>
> What I'd like to have RT do is add the comment first, then resolve the 
> ticket, but it appears to resolve the ticket then add the comment.
>
> Anyone have any ideas how I can maintain the intended functionality of 
> Scrip #1 (as a contest mechanism) while allowing users to resolve 
> their own tickets via the SelfService?
>
> -Eric
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