Hello,
Another day, another problem…
What and how should I change to have tickets reopened automatically when
customer sends
reply to mail from our support?
Regards
Jacek Rudowski
Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error
please notify the sender immediately.
Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures.
I suppose that it should be default action in RT - but what could be a
reason for not doing that?
The only action in most of cases is new correspondence added in history,
but ticket is still marked as resolved instead become re-opened.
Any idea?
Regards
Jacek RudowskiFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jacek
Rudowski
Sent: 11 September 2006 14:36
To: rt-users@lists.bestpractical.com
Subject: [rt-users] How to reopen resolved ticket with customer mail?
Hello,
Another day, another problem…
What and how should I change to have tickets reopened automatically when
customer sends
reply to mail from our support?
Regards
Jacek Rudowski
Privileged, confidential and/or copyright information may be contained
in this communication. This e-mail and any files transmitted with it are
confidential and intended solely for the use of the individual or entity
to whom they are addressed. If you are not the intended addressee, you
may not copy, forward, disclose or otherwise use this e-mail or any part
of it in any way whatsoever. To do so is prohibited and may be unlawful.
If you have received this email in error
please notify the sender immediately.
Paddy Power PLC may monitor the content of e-mail sent and received for
the purpose of ensuring compliance with its policies and procedures.
Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error
please notify the sender immediately.
Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures.
I don’t think its default behaviour, you’ll need to create global
scrip with On Correspondence as Condition and action similar to:
If ($self->TicketObj->Status eq ‘resolved’ {
$self->TicketObj->SetStatus(‘open’)
}
Regards;
Roy
Jacek Rudowski wrote:
Jesse;
My understanding the question is about will RT default to re-open a
resolved ticket when a new correspondence comes in … in my systems
production rt-3.4.4 and dev 3.6.1 this does n’t happen (and never
happened in any version of RT I used starting from 3.0.11) … is there
something I am missing/wrong in my systems?
Roy
Jesse Vincent wrote:
Jesse;
My understanding the question is about will RT default to re-open a
resolved ticket when a new correspondence comes in … in my systems
production rt-3.4.4 and dev 3.6.1 this does n’t happen (and never
happened in any version of RT I used starting from 3.0.11) … is there
something I am missing/wrong in my systems?
RT ships with a default scrip to do just that. Unless you’ve removed it,
it should do so.
My understanding the question is about will RT default to re-open a
resolved ticket when a new correspondence comes in … in my systems
production rt-3.4.4 and dev 3.6.1 this does n’t happen (and never
happened in any version of RT I used starting from 3.0.11) … is
there something I am missing/wrong in my systems?
must be, since it has always worked this way by default for me
since version 2.mumble.
smime.p7s (2.47 KB)