[rt-users] Prevent Status from changing upon inbound message

[Dalal, Kamber Z (Kamber)]

I am running RT 3.6.3.
 
I would like to maintain the status of the ticket when an email is
received into the ticket.
 
I have modified the ./lib/RT/Action/AutoOpen.pm
 
my $status = $self->TicketObj->Status;
    return undef if $status eq 'open';
    return undef if $status eq 'new' &&
$self->TransactionObj->IsInbound;
 

    # the following lines were added
    return undef if $status eq 'stalled' &&
$self->TransactionObj->IsInbound;
    return undef if $status eq 'resolved' &&
$self->TransactionObj->IsInbound;
    return undef if $status eq 'rejected' &&
$self->TransactionObj->IsInbound;
    return undef if $status eq 'deleted' &&
$self->TransactionObj->IsInbound;
 
the webservice was re-started.
 
On a test RT system this works, and does not change the ticket status.
Applying the same on the production, fails.  It does change the ticket
status from any one of:
stalled, resolved and rejected status
back to open status.
 
What else should I be looking at to make this work.
 
Kamber
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