On Comment resolved ticket set back to new status

RT Users
1

Hi Guys,

On all of our queues when a ticket is in a resolved state and a user
makes a comment on the ticket the status of the ticket is set back to
new.

We have no defined scrips for the Queues or in Global configuration that
are set to do this. Is this a default action in RT if so is it possible
to change this?

Thanks
Dave

2

Hi Dave,

in my test-rt (3.6.1, which still has all the defaults configured) is a
global scrip that says:

“On Correspond Open Tickets with template Blank”

are you sure you haven’t got it?

Regards
Violetta

On all of our queues when a ticket is in a resolved state and a user
makes a comment on the ticket the status of the ticket is set back to
new.

We have no defined scrips for the Queues or in Global configuration that
are set to do this. Is this a default action in RT if so is it possible
to change this?

Thanks
Dave
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer,
Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196

3

Hi Violetta,

We have removed all global scripts on our queues a while ago.

Thanks
DaveFrom: Violetta Wawryk [mailto:v.wawryk@science-computing.de]
Sent: 10 October 2008 12:15
To: Dave Wells
Cc: RT users
Subject: Re: [rt-users] On Comment resolved ticket set back to new
status

Hi Dave,

in my test-rt (3.6.1, which still has all the defaults configured) is a
global scrip that says:

“On Correspond Open Tickets with template Blank”

are you sure you haven’t got it?

Regards
Violetta

On all of our queues when a ticket is in a resolved state and a user
makes a comment on the ticket the status of the ticket is set back to
new.

We have no defined scrips for the Queues or in Global configuration
that are set to do this. Is this a default action in RT if so is it
possible to change this?

Thanks
Dave
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno
Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the
Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart Registernummer/Commercial
Register No.: HRB 382196

4

Its ok found the problem.

I was using the ReplyToResolved contribution on the RT wiki and it seems
to fire on a comment as well as a correspond.

I shall investigate.

Thx
Dave

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Dave
WellsSent: 10 October 2008 14:21
To: Violetta Wawryk; RT users
Subject: Re: [rt-users] On Comment resolved ticket set back to new
status

Hi Violetta,

We have removed all global scripts on our queues a while ago.

Thanks
Dave

From: Violetta Wawryk [mailto:v.wawryk@science-computing.de]
Sent: 10 October 2008 12:15
To: Dave Wells
Cc: RT users
Subject: Re: [rt-users] On Comment resolved ticket set back to new
status

Hi Dave,

in my test-rt (3.6.1, which still has all the defaults configured) is a
global scrip that says:

“On Correspond Open Tickets with template Blank”

are you sure you haven’t got it?

Regards
Violetta

On all of our queues when a ticket is in a resolved state and a user
makes a comment on the ticket the status of the ticket is set back to
new.

We have no defined scrips for the Queues or in Global configuration
that are set to do this. Is this a default action in RT if so is it
possible to change this?

Thanks
Dave
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno
Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the
Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart Registernummer/Commercial
Register No.: HRB 382196

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Dave,

You also might want to check the default for the status field when in

the “Comment” screen. I found that whenever I go to the screen to enter
a comment, the ticket status is ALSO displayed and the value is set to
“open”. That could also be the problem. I believe that in order to
change that, you will have to create a local version of that code and
change it.

Kenn
LBNLOn 10/10/2008 6:46 AM, Dave Wells wrote:

Its ok found the problem.

I was using the ReplyToResolved contribution on the RT wiki and it seems
to fire on a comment as well as a correspond.

I shall investigate.

Thx
Dave

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Dave
Wells
Sent: 10 October 2008 14:21
To: Violetta Wawryk; RT users
Subject: Re: [rt-users] On Comment resolved ticket set back to new
status

Hi Violetta,

We have removed all global scripts on our queues a while ago.

Thanks
Dave

-----Original Message-----
From: Violetta Wawryk [mailto:v.wawryk@science-computing.de]
Sent: 10 October 2008 12:15
To: Dave Wells
Cc: RT users
Subject: Re: [rt-users] On Comment resolved ticket set back to new
status

Hi Dave,

in my test-rt (3.6.1, which still has all the defaults configured) is a
global scrip that says:

“On Correspond Open Tickets with template Blank”

are you sure you haven’t got it?

Regards
Violetta

On all of our queues when a ticket is in a resolved state and a user
makes a comment on the ticket the status of the ticket is set back to
new.

We have no defined scrips for the Queues or in Global configuration
that are set to do this. Is this a default action in RT if so is it
possible to change this?

Thanks
Dave
–
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno
Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the
Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart Registernummer/Commercial
Register No.: HRB 382196

The rt-users Archives

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com