[rt-users] Resolved Tickets being Reopened

[Chris Hall]

Go to:

configuration->global->scrips

..then check the box to delete the scrip.

Its still handy to inform your queue watchers (staff) that the ticket is 
resolved - make a new scrip for "On status change" "Notify admin cc's" etc.

Cheers,

- Chris

Nick Metrowsky wrote:
> 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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>>
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-- 
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