[rt-users] Reply on closed ticket needs to make issue new again

[Brelsfoard, Alex]

Thanks very much.  This did the trick nicely.
Lovey.
Much appreciated!
--Alex 


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Anthony Leong [mailto:anthonyl at yorku.ca] 
Sent: Tuesday, March 29, 2005 12:04 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reply on closed ticket needs to make issue new again

You should be able to do that with a scrip.

Condition: On correspond
Custom Action: if status is 'resolved' then status becomes 'new'

my $ticket = $self->TicketObj;
if ($ticket->Status eq 'resolved')  {
    $ticket->SetStatus('new');
}
return 1;

Anthony


On Tue, 29 Mar 2005, Brelsfoard, Alex wrote:

> Is there any way I can make it so when a requestor replies to a 
> resolve message the ticket is reset to "New"?
> Here's a walkthrough:
> 1.  Client requests a ticket.
> 2.  Ticket is made.
> 3.  Ticket is "Taken" by staff member.
> 4.  Staff member fixes problems and sends resolved message to requestor.
> 5.  Requestor replies to this message with more work.
> 6.  Nothing happens.
>
> Basically we get a lot of tickets and can't go through all the tickets 
> all the time to see if someone has replied to them.
> We need a good way to flag the tickets that have replied messages on them.
> Right now, we're thinking we'd like to have every ticket that gets 
> replied to sent to the "new" status.
> Any ideas on how to do this?
> Thanks.
> --Alex
>
>
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
>
>
>