[rt-users] ticket reopen

[Joe Casadonte]

On 4/27/2007 5:01 PM, Mustafa Badawi wrote:

> I have a running installation of RT. I have a problem with reopening 
> resolved tickets by replying to the email sent when the ticket is 
> resolved. the ticket is updated with the reply email but the status 
> remains "resolved". where might the problem be and how can I 
> troubleshoot it?

I guess that what you are seeing is default behavior, though I though I 
had changed it to do what you see.....

Anyway, you probably want to look here:

    $RT/share/html/Ticket/Update.html

<tr><td align="right"><&|/l&>Status</&>:</td>
<td>
<& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] 
(Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || 
($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

Change the DefaultLabel parameter if your current status is Resolved.


-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

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