Dont allow customers to reopen old, solved tickets

RT Users
1

Hi

We don’t want to allow customers reopening solved tickets that are more than 30 days old. To do this, we use the Scrip described here. It works fine and the customer gets informed that the ticket is closed. But the customers reply is added to the ticket thread and the tickets reopens! How can we avoid this? We tried closing the Ticket in the cleanup code with no luck.

Thanks.

2

Hi,

We use RT::Extension::RepliesToResolved - intercept replies to resolved tickets - metacpan.org which works really well for us.

The config looks like this:

Plugin('RT::Extension::RepliesToResolved');
Set(%RepliesToResolved,
   default => {
     'closed-status-list' => [ qw(resolved) ],
     'reopen-timelimit' => 7,
     'link-type' => 'RefersTo',
   },
);

And then, in the Transaction template, I added some code to detect it was a new ticket from an old ticket:

[...]
{$OldTicketID = '';
 $FirstAttachment = $Transaction->Attachments->First;
  if (defined $FirstAttachment) {
    $OldTicketID = $FirstAttachment->GetHeader('X-RT-Was-Reply-To');
 }
 '';
}{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
{$OldTicketID ? "\nTICKET CREATED FROM RESOLVED TICKET $OldTicketID\n\n" : ''}
[...]

I hope this is some help.

Simon.

1 Like
3

I thought it was enough to leave a single arrow in the workflow from “Resolved” to “Closed”. Something like this:

Transition from Resolved to Closed
Transition from Resolved to Closed494×197 8.55 KB

Do you need more functionality?

1 Like