How can I stop the owner opening a ticket on correspondence?

RT Users
1

RT 3.6.3

Currently whenever anyone corresponds on a ticket and the ticket is
not open say ‘stalled’ for example the Ticket gets reopened (by lib/
RT/Action/AutoOpen.pm’).

Is there a way to stop it from doing this if the creator of the
transaction is the owner of the ticket? My guys add responses to
tickets and want to be able to do this without reopening.

prepare in AutoOpen does the following to check if the creator of the
transaction is the requestor:

return undef if $status eq ‘new’ && $self->TransactionObj->IsInbound;

IsInbound looks like (in Transaction_Overlay.pm)

sub IsInbound {
my $self = shift;
$self->ObjectType eq ‘RT::Ticket’ or return undef;
return ( $self->TicketObj->IsRequestor( $self->CreatorObj-

PrincipalId ) );
}

so I created:

sub IsOwnerTransaction {
my $self = shift;
$self->ObjectType eq ‘RT::Ticket’ or return undef;
return ( $self->TicketObj->IsOwner( $self->CreatorObj-

PrincipalId ) );
}

and put the following in prepare in AutoOpen.pm:

return undef if $self->TransactionObj->IsOwnerTransaction;

However now nothing reopens my ticket whether it’s the owner or not.

Maybe there’s an easier way, or my IsOwnerTransaction function is
wrong. Any help appreciated…

Justin
Justin Hayes
Support Manager
justin.hayes@orbisuk.com