On Correspond Open Tickets with template Blank

Matthew_J_Draper · March 21, 2003, 7:21am

Can anyone else replicate the following issue?

I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web interface,
it opens the ticket. If the owner corresponds using email, RT opens the
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test environment.

Have I misunderstood what the scrip is supposed to be doing, managed to
somehow break it, or is this a bug of some description?

Matthew

Jesse_Vincent · March 21, 2003, 8:02am

Can anyone else replicate the following issue?

I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web interface,
it opens the ticket. If the owner corresponds using email, RT opens the
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test environment.

Have I misunderstood what the scrip is supposed to be doing, managed to
somehow break it, or is this a bug of some description?

The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket. “new” tickets, by definition haven’t yet
been touched by staff and are still flagged as new because they want
action.

Matthew

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J_Sloan · March 21, 2003, 10:21am

I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web interface,
it opens the ticket. If the owner corresponds using email, RT opens the
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test environment.

The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket. “new” tickets, by definition haven’t yet
been touched by staff and are still flagged as new because they want
action.

That’s all very well, but that’s not what you would expect from the name
of the scrip. Someone who doesn’t know the history is likely to be misled
in this way.

Admittedly coming up with better wording is fiddly ‘MaybeOpen’ ?

John

Matthew_J_Draper · March 21, 2003, 2:43pm

Sorry, I wasn’t even remotely clear on this point in my last email…
This is after I’ve set the ticket status to stalled. I’m running rt3 in
a semi-production environment, and I’ve already lost one ticket for a
few days, because it wasn’t reopened when the requestor replied. I can
consistently reproduce the behaviour, too… It wasn’t just a once-off
issue. I take it no-one else is experiencing this? Any ideas?

MatthewFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, 21 March 2003 6:33 PM
To: Matthew J. Draper
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] On Correspond Open Tickets with template Blank

Can anyone else replicate the following issue?

I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web
interface,
it opens the ticket. If the owner corresponds using email, RT opens
the
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test
environment.

Have I misunderstood what the scrip is supposed to be doing, managed
to
somehow break it, or is this a bug of some description?

The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket. “new” tickets, by definition haven’t yet
been touched by staff and are still flagged as new because they want
action.

Jesse_Vincent · March 21, 2003, 3:34pm

Ah. that’s different. I’ll try to have a look today.On Sat, Mar 22, 2003 at 01:13:51AM +1030, Matthew J. Draper wrote:

Sorry, I wasn’t even remotely clear on this point in my last email…
This is after I’ve set the ticket status to stalled. I’m running rt3 in
a semi-production environment, and I’ve already lost one ticket for a
few days, because it wasn’t reopened when the requestor replied. I can
consistently reproduce the behaviour, too… It wasn’t just a once-off
issue. I take it no-one else is experiencing this? Any ideas?

Matthew

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, 21 March 2003 6:33 PM
To: Matthew J. Draper
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] On Correspond Open Tickets with template Blank

Can anyone else replicate the following issue?

I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web
interface,
it opens the ticket. If the owner corresponds using email, RT opens
the
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test
environment.

Have I misunderstood what the scrip is supposed to be doing, managed
to
somehow break it, or is this a bug of some description?

The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket. “new” tickets, by definition haven’t yet
been touched by staff and are still flagged as new because they want
action.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

Jesse_Vincent · March 21, 2003, 4:28pm

in lib/RT/Action/AutoOpen.pm, there’s a line that reads

if (($self->TicketObj->Status ne ‘open’) && $self->TransactionObj->IsInbound) {

try changing that to

if (   ($self->TicketObj->Status eq 'open') 
	|| ( ($self->TicketObj->Status eq 'new) && 
	      $self->TransactionObj->IsInbound  )) {

and restarting apache.

-jOn Fri, Mar 21, 2003 at 10:34:03AM -0500, Jesse Vincent wrote:

Ah. that’s different. I’ll try to have a look today.

On Sat, Mar 22, 2003 at 01:13:51AM +1030, Matthew J. Draper wrote:

Sorry, I wasn’t even remotely clear on this point in my last email…
This is after I’ve set the ticket status to stalled. I’m running rt3 in
a semi-production environment, and I’ve already lost one ticket for a
few days, because it wasn’t reopened when the requestor replied. I can
consistently reproduce the behaviour, too… It wasn’t just a once-off
issue. I take it no-one else is experiencing this? Any ideas?

Matthew

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, 21 March 2003 6:33 PM
To: Matthew J. Draper
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] On Correspond Open Tickets with template Blank

Can anyone else replicate the following issue?

I have the default scrip, On Correspond Open Tickets with template
Blank, enabled globally. If someone corresponds using the web
interface,
it opens the ticket. If the owner corresponds using email, RT opens
the
ticket. If the requestor replies to the email, RT doesn’t open the
ticket! The requestor is a non-privileged user, in my test
environment.

Have I misunderstood what the scrip is supposed to be doing, managed
to
somehow break it, or is this a bug of some description?

The scrip replaces old built-in behavior that would automatically open
tickets if privileged users replied to a new ticket or if anyone replied
to a stalled or closed ticket. “new” tickets, by definition haven’t yet
been touched by staff and are still flagged as new because they want
action.

–
Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

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

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Matthew_J_Draper · March 22, 2003, 1:14am

Much better

Thanks,

Matthew-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Saturday, 22 March 2003 2:58 AM
To: Matthew J. Draper
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] On Correspond Open Tickets with template Blank

in lib/RT/Action/AutoOpen.pm, there’s a line that reads

if (($self->TicketObj->Status ne ‘open’) &&
$self->TransactionObj->IsInbound) {

try changing that to

if (   ($self->TicketObj->Status eq 'open') 
	|| ( ($self->TicketObj->Status eq 'new) && 
	      $self->TransactionObj->IsInbound  )) {

and restarting apache.

-j