Feature request: do not auto-reopen option

This might seem like a trivial or pointless request, but I would like the
ability to have a “do not auto-reopen” on resolved tickets for some
queues.

The use case is this: we use RT for some kinds of queues that have “final
answers” – for instance, job applications. Requestors will often reply
to these final answers with messages that do not require further action –
for instance, “thanks for considering me…” etc.

How I might see it implemented: have “OnCorrespondToResolvedTicket” be a
scrip condition, and “OpenTicket”, “Ignore”, and “AutoReply” be scrip
actions.

Marc Hedlund
e: marc at precipice dot org

For 2.2, it’s my intent to make this a Scrip-configurable action.On Wed, Jan 23, 2002 at 11:31:56AM -0800, Marc Hedlund wrote:

This might seem like a trivial or pointless request, but I would like the
ability to have a “do not auto-reopen” on resolved tickets for some
queues.

The use case is this: we use RT for some kinds of queues that have “final
answers” – for instance, job applications. Requestors will often reply
to these final answers with messages that do not require further action –
for instance, “thanks for considering me…” etc.

How I might see it implemented: have “OnCorrespondToResolvedTicket” be a
scrip condition, and “OpenTicket”, “Ignore”, and “AutoReply” be scrip
actions.

Marc Hedlund
e: marc at precipice dot org


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.