[rt-users] Resolved Tickets being Reopened
Nick Metrowsky
nmetrowsky at digitalglobe.com
Thu Feb 9 12:16:45 EST 2006
Hi Chris,
Do you know how to turn it off?
Take care!
Nick
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
Hall
Sent: Thursday, February 09, 2006 10:10 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Resolved Tickets being Reopened
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
FilmLight Ltd
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London W1D 4AP
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