[rt-users] Resolved Tickets being Reopened

[Chris Hall]

I'd seriously suggest getting rid of the automatic email on 'resolve'. I 
mean, would you really want to send that?

Schultz, Eric wrote:
> 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
> Metrowsky
> 	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!
> 
> 	 
> 
> 	Nick
> 
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Chris Hall
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