[rt-users] deny re-opening of resolved ticket

[Roedel, Mark]

There's a global scrip that by default sets the ticket status to "Open" on any correspondence -- you'll need to either deactivate it altogether or modify it to only act on unresolved tickets.

If you decide to modify it, you can use your same condition code as a starting point...you'll just be looking for ($ticket->Status ne 'resolved') instead of ($ticket->Status eq 'resolved')


--
Mark Roedel
Webmaster
LeTourneau University



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Adam Allred
Sent: Thursday, March 18, 2010 11:26 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] deny re-opening of resolved ticket

Hello,

I am trying to configure RT to send an autoreply to a requestor if
they reply to a resolved ticket, and leave that ticket in a resolved
status.

I used the contributed custom condition 'ReplyToResolved' from the
wiki, 'autoreply to requestor' action, and a template with a basic
text alerting the requestor of a non-logged message, and the
auto-reply works. But, the ticket status changed from resolved to
open. Does anyone know of a way to autoreply _and_ ensure the ticket
remains in a 'resolved' status?