[rt-users] dont reopen

[Albert Shih]

 Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit
> 
> --- On Thu, 10/21/10, Albert Shih <Albert.Shih at obspm.fr> wrote:
> 
> 
>     Hi all
> 
>     I'm using RT 3.8.8
> 
>     On reply RT reopen the ticket. I would like to known if it's possible to
>     make RT don't reopen a resolved ticket but send a message
> 
>     Many people don't known the «compose» button and only known «reply» button,
>     so I've some ticket live for ever...
> 
>     Regards.
> 
>     JAS
> 
> 
>     --
>     Albert SHIH
> 
> Albert:

Thanks. 

>   There should be a global script:  "On Correspond Open Ticket", by default. 
> If this is removed, RT will not open the ticket (I think).  If you delete that

Yes I find this : 

	http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved

> scrip, it should leave the ticket closed but still send the correspondence to
> the user (and the admins, depending on how you have everything set).

Exactly and that's the problem.

What I want is when tue requestor answer the message of resolved ticket
(something many month after), the RT do a automatic reply with something
like :

	Please don't answer this message. Send a new request to
	«support_addresse».

so make RT create a new ticket.

I try to put the same condition as 

	http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved

in all «On correspond» scrip and create a new one with this condition 

	return 1 if (($self->TransactionObj->Type ne 'Correspond') &&($self->TicketObj->Status eq 'resolved'));
	return 0;

to send message. 

But it's not working because RT send the message when I close the ticket (I
don't known why).

Thanks for you help

Regards.

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
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ven 22 oct 2010 15:21:41 CEST