Le 21/10/2010 ï¿½ 14:26:14-0700, Joseph Spenner a ï¿½crit
I'm using RT 3.8.8
On reply RT reopen the ticket. I would like to known if it's possible to
make RT don't reopen a resolved ticket but send a message
Many people don't known the ï¿½composeï¿½ button and only known ï¿½replyï¿½ button,
so I've some ticket live for ever...
There should be a global script: “On Correspond Open Ticket”, by default.
If this is removed, RT will not open the ticket (I think). If you delete that
Yes I find this :
scrip, it should leave the ticket closed but still send the correspondence to
the user (and the admins, depending on how you have everything set).
Exactly and that’s the problem.
What I want is when tue requestor answer the message of resolved ticket
(something many month after), the RT do a automatic reply with something
Please don't answer this message. Send a new request to
so make RT create a new ticket.
I try to put the same condition as
in all ï¿½On correspondï¿½ scrip and create a new one with this condition
return 1 if (($self->TransactionObj->Type ne 'Correspond') &&($self->TicketObj->Status eq 'resolved'));
to send message.
But it’s not working because RT send the message when I close the ticket (I
don’t known why).
Thanks for you help
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
ven 22 oct 2010 15:21:41 CEST