[rt-users] On Comment resolved ticket set back to new status

[Kenneth Crocker]

Dave,


	You also might want to check the default for the status field when in 
the "Comment" screen. I found that whenever I go to the screen to enter 
a comment, the ticket status is ALSO displayed and the value is set to 
"open". That could also be the problem. I believe that in order to 
change that, you will have to create a local version of that code and 
change it.

Kenn
LBNL

On 10/10/2008 6:46 AM, Dave Wells wrote:
> Its ok found the problem.
> 
> I was using the ReplyToResolved contribution on the RT wiki and it seems
> to fire on a comment as well as a correspond.
> 
> I shall investigate.
> 
> Thx
> Dave
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave
> Wells
> Sent: 10 October 2008 14:21
> To: Violetta Wawryk; RT users
> Subject: Re: [rt-users] On Comment resolved ticket set back to new
> status
> 
> Hi Violetta,
> 
> We have removed all global scripts on our queues a while ago.
> 
> Thanks
> Dave 
> 
> -----Original Message-----
> From: Violetta Wawryk [mailto:v.wawryk at science-computing.de]
> Sent: 10 October 2008 12:15
> To: Dave Wells
> Cc: RT users
> Subject: Re: [rt-users] On Comment resolved ticket set back to new
> status
> 
> Hi Dave,
> 
> in my test-rt (3.6.1, which still has all the defaults configured) is a
> global scrip that says:
> 
> "On Correspond Open Tickets with template Blank"
> 
> are you sure you haven't got it?
> 
> Regards
> Violetta
> 
> 
>> On all of our queues when a ticket is in a resolved state and a user 
>> makes a comment on the ticket the status of the ticket is set back to 
>> new.
>>  
>> We have no defined scrips for the Queues or in Global configuration 
>> that are set to do this. Is this a default action in RT if so is it 
>> possible to change this?
>>  
>> Thanks
>> Dave
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