[rt-users] Possible to lock tickets ?

[Kevin Falcone]

On Tue, Jun 25, 2013 at 05:29:39PM +0200, Jean-Christophe Boggio wrote:
> We wish to "lock" tickets so that they can not be reopen by email
> once we have decided they are resolved and locked (manually).
> 
> I think we can't prevent the reopening with a scrip but can we do
> this via lifecycles ?

You can turn off re-opening entirely by disabling the On Correspond
open Tickets Scrip that RT ships.

There is an extension to this in a time-based manner:
https://metacpan.org/module/RT::Extension::RepliesToResolved

You could also use it to say that once a ticket moves manually to the
'really closed' status, never allow the ticket to be reopened using
that extension.
https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/etc/RepliesToResolved_Config.pm

Technically you could define a lifecycle status that has no transition
to an active status, but that means you'll never be able to re-open
the ticket even manually.

-kevin
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