Deny re-opening of resolved ticket

RT Users
1

Hello,

I am trying to configure RT to send an autoreply to a requestor if
they reply to a resolved ticket, and leave that ticket in a resolved
status.

I used the contributed custom condition ‘ReplyToResolved’ from the
wiki, ‘autoreply to requestor’ action, and a template with a basic
text alerting the requestor of a non-logged message, and the
auto-reply works. But, the ticket status changed from resolved to
open. Does anyone know of a way to autoreply and ensure the ticket
remains in a ‘resolved’ status?

Thanks,

Adam

2

There’s a global scrip that by default sets the ticket status to “Open” on any correspondence – you’ll need to either deactivate it altogether or modify it to only act on unresolved tickets.

If you decide to modify it, you can use your same condition code as a starting point…you’ll just be looking for ($ticket->Status ne ‘resolved’) instead of ($ticket->Status eq ‘resolved’)

Mark Roedel
Webmaster
LeTourneau University-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Adam Allred
Sent: Thursday, March 18, 2010 11:26 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] deny re-opening of resolved ticket

Hello,

I am trying to configure RT to send an autoreply to a requestor if
they reply to a resolved ticket, and leave that ticket in a resolved
status.

I used the contributed custom condition ‘ReplyToResolved’ from the
wiki, ‘autoreply to requestor’ action, and a template with a basic
text alerting the requestor of a non-logged message, and the
auto-reply works. But, the ticket status changed from resolved to
open. Does anyone know of a way to autoreply and ensure the ticket
remains in a ‘resolved’ status?