[rt-users] Resolve ticket dependant and correspond.

Guadagnino Cristiano guadagnino.cristiano at creval.it
Mon Feb 23 06:37:44 EST 2015


I'm not sure if it is supported in RT 4.2.6, but you could set:

Set($HideResolveActionsWithDependencies, 1);

in your RT_SiteConfig.pm.
This way, you will not have a "Resolve" action in your menu if the ticket cannot be resolved due to dependencies.

Hope this helps.

Cris



On 23/02/2015 12:22, elifree at free.fr<mailto:elifree at free.fr> wrote:
Hello,

I've searched through the mailing list archive, but could not find any hint yet. Could someone help me with this :

The context (RT version is 4.2.6.) :

  *   Ticket #1 is dependant on ticket #2, so ticket #1 cannot be resolved if ticket #2 is not resolved.
  *   The Resolve action in the lifecycle :  'open -> resolved'  => { label  => 'Resolve',   update   => 'Respond' }.

Ticket #2 is open. But it happens that by mistake we go to the Actions menu, on ticket #1, and click on "Resolve". And then write a message to explain how the ticket has been resolved. The mail is sent to the requestor, though the ticket's status won't be updated to "resolve" as it is dependant on ticket #2 still open.

Question :
How could it be possible to prevent the correspondance mail to being sent as the ticket can't be solved ?

Thanks a lot for your help,
Elisabeth


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