[rt-users] Resolved Tickets being Reopened

Schultz, Eric ESchultz at corp.untd.com
Thu Feb 9 11:54:46 EST 2006

I believe that I first had to disable a problematic scrip that would
re-open a ticket with a response.  But I can't find that now since I
would have deleted it :-)

I remember changing share/html/Ticket/Update.html so that new tickets
weren't auto-opened without explicitly changing the status.  But I don't
remember exactly how I fixed the resolved one.  I know there is a module
in lib/RT/Action called AutoOpen.pm - I think the scrip that I can't
find may have used this module.  As you see in there, the Commit
subroutine will set a ticket to open with the message "Ticket
auto-opened on incoming correspondence".  If that's what you're seeing
in your ticket history, then you should be able to track down the
problem now. 


	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
	Sent: Thursday, February 09, 2006 7:46 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Resolved Tickets being Reopened

	Hi Everyone,


	This may have been discussed before, but I hope to get the
definitive answer.


	A ticket is resolved and the user is informed that it was done
so. They reply to the e-mail sent by Request Tracker that the ticket has
been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.


	Thank you for your help,


	Take care!



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