Changing ticket status on correspondance

I have the desire to change the ticket status on correspondance. What I
want to do is change it to stalled when a correspondance has been added by
a user that is not the requester and then change it back to open with the
requester adds a correspondance.

I want to do this to make it easier for my support team to handle tickets
through the web interface.

I am using a scrip action for changing the ticket status to stalled on
correspondance. The problem is that rt sets the ticket status to open
right afterwards.

Is there a way to accomplish this?

Thanks,

Joseph W. Breu, CCNA fax : +1.319.266.8158
Senior Network Administrator url : http://www.cfu.net
Cedar Falls Utilities

            question = ( to ) ? be : ! be;
	              -- Wm. Shakespeare

Joe Breu wrote:

I am using a scrip action for changing the ticket status to stalled on
correspondance. The problem is that rt sets the ticket status to open
right afterwards.

Is there a way to accomplish this?

You’ll want to look around line 1750 of lib/RT/Ticket.pm for the
code that handles “Ticket auto-opened on incoming correspondence”.

if (
    ($TicketAsSystem->Status ne 'open') and
    ($TicketAsSystem->Status ne 'new')
   ) {

becomes

if (
    ($TicketAsSystem->Status ne 'open') and
    ($TicketAsSystem->Status ne 'new') and
    ($TicketAsSystem->Status ne 'stalled')
   ) {

or possibly just

if ($TicketAsSystem->Status eq 'resolved') {

At 13:10 Uhr +1000 17.5.2002, Phil Homewood wrote:

if (
    ($TicketAsSystem->Status ne 'open') and
    ($TicketAsSystem->Status ne 'new') and
    ($TicketAsSystem->Status ne 'stalled')
   ) {

It seems to me that this would prevent the ticket from getting
auto-opened when the requestor replies.

Sebastian Flothow
sebastian@flothow.de
#include <stddisclaimer.h>

Sebastian Flothow wrote:

At 13:10 Uhr +1000 17.5.2002, Phil Homewood wrote:

if (
($TicketAsSystem->Status ne ‘open’) and
($TicketAsSystem->Status ne ‘new’) and
($TicketAsSystem->Status ne ‘stalled’)
) {

It seems to me that this would prevent the ticket from getting
auto-opened when the requestor replies.

I understood this to be what the original author required.
However, re-reading his request, it’s a little ambiguous.

If only requestor-originated correspondence causes a
stalled->open transition, logic needs to be added to
work out what kind of watcher (if any) is making the
correspondence before it changes the status.

At 13:10 Uhr +1000 17.5.2002, Phil Homewood wrote:

if (
    ($TicketAsSystem->Status ne 'open') and
    ($TicketAsSystem->Status ne 'new') and
    ($TicketAsSystem->Status ne 'stalled')
   ) {

Hrm.

People have complained to me that RT re-opens a resolved ticket when they comment on it. Would this be a fix for that?

My other concern is: would that break automagically creating a ticket? ie, if an e-mail comes in without the subject line, and I have that fix in place to not re-open a ticket once it’s resolved, will it still auto-create a ticket?

-Sheeri Kritzer