[rt-users] Web GUI allow resolve stalled tickets

Jon Witts jwitts at queenmargarets.com
Tue Jul 12 03:58:54 EDT 2016

Hi Andy,

I think you will need to define a custom Lifecycle in your RT Config file.
Have a read of this doc page:



Jon Witts
Director of Digital Strategy
Queen Margaret's School
Escrick Park
York YO19 6EU

Telephone: 01904 727600
Website: www.queenmargarets.com

On 11 July 2016 at 16:51, Andy Smith <a.smith at ldex.co.uk> wrote:

> Hi,
>   I've been working on a solution whereby a ticket is marked stalled if
> the last update is from a non-internal email address. By this I can work
> out if a ticket has been awaiting customer action, and if it has and has
> not been updated in X days I can auto close that ticket via rt-crontool by
> searching for stalled tickets etc. It seems to work quite nicely but I've
> just noticed that in the web GUI you cannot directly resolve stalled
> tickets which is annoying as it makes resolving tickets a 2 step process
> for our support team. Can I customise the web GUI to show "resolve" on the
> actions menu for stalled tickets easily?
> Or if anyone has any other take on my original problem and solution all
> suggestions welcomed :)
> thanks in advance, Andy.
> PS We're running RT 4.2.12
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
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