[rt-users] Function that reopens a stalled ticket upon reply

Matt Zagrabelny mzagrabe at d.umn.edu
Thu Jan 14 11:45:17 EST 2016

Hi Max,

On Thu, Jan 14, 2016 at 9:46 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hello -
> Where is the function held that reopens a stalled ticket when a user
> replies?  I found a Scrip called *On Correspond Open Tickets* -- but I'm
> not sure if that is the right thing -- and I'm not sure how that interacts
> with stalled tickets if it is the right thing.

I believe the upstream scrip sets the ticket to the first active status for
the lifecycle that the ticket is in.

> We're considering adding some new statuses and would want similar things
> to happen -- so I just need to familiarize myself with how that works.

That scrip I mentioned above would then extend to the new lifecycles if you
put your desired status first in the active statuses for the lifecycle.

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