Has anyone modified RT to toggle the ‘resolved’ status on
any response? Ideally, I’d like replies using the web interface
or emails from queue watchers to automatically set the status
to resolved (but only on certain queues) while subsequent email
replies from the requestor should toggle back to open as it does
now. These are very active queues where 99% of the traffic is
one question/one answer and the extra work of manually setting the
status slows things down.
Les Mikesell
les@futuresource.com
Les Mikesell wrote:
Has anyone modified RT to toggle the ‘resolved’ status on
any response? Ideally, I’d like replies using the web interface
or emails from queue watchers to automatically set the status
to resolved (but only on certain queues) while subsequent email
replies from the requestor should toggle back to open as it does
now. These are very active queues where 99% of the traffic is
one question/one answer and the extra work of manually setting the
status slows things down.
Just pondering out loud here.
Couldn’t you make a Scrip which OnCorrespond checked who the
corespondence came from and if From == Owner (or some other special
thing) set the state to resolved? The pieces should all be there for it
I think.
Now if you ONLY use the web interface this is easy too. Instead of
hittng reply, choose Resolve at the top and it will reply and resolve
the ticket in one go. I often use the Jumbo link to modify a lot of
ticket items at once.
Les Mikesell wrote:
Has anyone modified RT to toggle the ‘resolved’ status on
any response? Ideally, I’d like replies using the web interface
or emails from queue watchers to automatically set the status
to resolved (but only on certain queues) while subsequent email
replies from the requestor should toggle back to open as it does
now. These are very active queues where 99% of the traffic is
one question/one answer and the extra work of manually setting the
status slows things down.
Just pondering out loud here.
Couldn’t you make a Scrip which OnCorrespond checked who the
corespondence came from and if From == Owner (or some other special
thing) set the state to resolved? The pieces should all be there for it
I think.
Now if you ONLY use the web interface this is easy too. Instead of
hittng reply, choose Resolve at the top and it will reply and resolve
the ticket in one go. I often use the Jumbo link to modify a lot of
ticket items at once.
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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
You could, but it would require some work on auth to ensure you can’t
exploit it.
SMTP has no user auth pr defaut, so you need to be careful. At least if
its a public system.
/rhb
Couldn’t you make a Scrip which OnCorrespond checked who the
corespondence came from and if From == Owner (or some other special
thing) set the state to resolved? The pieces should all be there for it
I think.
Now if you ONLY use the web interface this is easy too. Instead of
hittng reply, choose Resolve at the top and it will reply and resolve
the ticket in one go. I often use the Jumbo link to modify a lot of
You could, but it would require some work on auth to ensure you can’t
exploit it.
SMTP has no user auth pr defaut, so you need to be careful. At least if
its a public system.
There is no way to see these queues from outside. Email is public
and I suppose it is possible that someone unauthorized could guess a
ticket number and send a message that would resolve it but I don’t
think I’ll lose any sleep over it. There are several watchers on
these queues so we would notice if that ever happened anyway.
Les Mikesell
les@futuresource.com