[rt-users] Stalled tickets - Open on comment/reply?

Zoey Schutt zoey at braincoral.io
Mon May 16 08:46:12 EDT 2016


Hi Joel,


There is indeed a scrip that auto-changes the status of inactive tickets back to active when a customer replies. However, stalled is not considered an inactive status in the default life cycle. Feel free to correct me if I'm wrong, but due to this the built-in scrip will not change the status to open when a ticket gets updated while in stalled status.


Below is a portion of the default lifecycle, anything in inactive will cause the ticket's status to be updated.


    default => {
        initial         => [qw(new)], # loc_qw
        active          => [qw(open stalled)], # loc_qw
        inactive        => [qw(resolved rejected deleted)], # loc_qw

Regards,


Zoey Schutt

Braincoral Technology, LLC

________________________________
From: rt-users <rt-users-bounces at lists.bestpractical.com> on behalf of Joel Bergmark <joel.bergmark at t3.se>
Sent: Thursday, May 12, 2016 2:30:01 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Stalled tickets - Open on comment/reply?

Perhaps this is not a bug, but stalled tickets that gets updated via email from external parties, didn't this previously change the status of the ticket to Open?

In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip either (due to lack of perl skills).

Is this a bug or supposed to work in this way?

Regards
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