I’m running RT 3.2.2 with RTIR 1.1.3. It seems like there is a
misconception in how Callbacks work in RT 3.2:
/Ticket/Display.html has the following call at the beginning of INIT
$m->comp(’/Elements/Callback’, _CallbackName => ‘Initial’, TicketObj =>
$TicketObj, ARGSRef => %ARGS);
It seems like /Elements/Callback reuses Display from a module where the
Queue of the Ticket belongs. It may lead to a weird situation where you
have no way to do basic operations on a ticket once it gets to a queue
from a custom module, because default tabs are replaced with custom
ones. It means, for example, that you may not be able to move a ticket
to a different queue when mail was sent to a wrong alias.
The workaround is to remove the line above from /Ticket/Display.html.
When doing that, you will need to update RTIR_Config.pm to use
/RTIR/Display.html instead of /Ticket/Display.html manually. Similar
changes may be required for other modules (e.g.RTFM) to work.