Function that reopens a stalled ticket upon reply

RT Users
1

Hello -

Where is the function held that reopens a stalled ticket when a user
replies? I found a Scrip called On Correspond Open Tickets – but I’m
not sure if that is the right thing – and I’m not sure how that interacts
with stalled tickets if it is the right thing.

We’re considering adding some new statuses and would want similar things to
happen – so I just need to familiarize myself with how that works.

Thanks!

Max
Max McGrath https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.edu

2

Hi Max,

Hello -

Where is the function held that reopens a stalled ticket when a user
replies? I found a Scrip called On Correspond Open Tickets – but I’m
not sure if that is the right thing – and I’m not sure how that interacts
with stalled tickets if it is the right thing.

I believe the upstream scrip sets the ticket to the first active status for
the lifecycle that the ticket is in.

We’re considering adding some new statuses and would want similar things
to happen – so I just need to familiarize myself with how that works.

That scrip I mentioned above would then extend to the new lifecycles if you
put your desired status first in the active statuses for the lifecycle.

-m