Open from Resolved

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil

It was in earlier releases of RT 2, but should be fixed in current releases.On Thu, Aug 23, 2001 at 11:24:41AM -0400, Neil H. wrote:

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil


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

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

No, I think he WANTS them to go back open (That is desireable).

The call to Ticket::Open() was removed in rt-mailgate (I think I got my
perl right, I’m a C kiddy).

Jason
Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

  • raistlin@tacorp.net - jslagle@toledolink.com - WHOIS JS10172
    /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
    \ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
    X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
    / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC NetworkOn Thu, 23 Aug 2001, Jesse Vincent wrote:

It was in earlier releases of RT 2, but should be fixed in current releases.

On Thu, Aug 23, 2001 at 11:24:41AM -0400, Neil H. wrote:

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil


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

There is code in Ticket.pm, which does this if the mail comes from a ticket
requestor. In 2.2, this will move out to be a scrip and hence a zillion
times more configurable.On Thu, Aug 23, 2001 at 05:41:29PM -0400, Jason Slagle wrote:

No, I think he WANTS them to go back open (That is desireable).

The call to Ticket::Open() was removed in rt-mailgate (I think I got my
perl right, I’m a C kiddy).

Jason

Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

  • raistlin@tacorp.net - jslagle@toledolink.com - WHOIS JS10172
    /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
    \ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
    X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
    / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC Network

On Thu, 23 Aug 2001, Jesse Vincent wrote:

It was in earlier releases of RT 2, but should be fixed in current releases.

On Thu, Aug 23, 2001 at 11:24:41AM -0400, Neil H. wrote:

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil


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


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

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

The code to do this WAS in rt-mailgate.

My tickets stopped reopening when I merged changes from 2.0.5_03 in, and I
had to readd the ->Open myself.

What’s kinda bothersome is that the user must poses ModifyTicket for it to
suceed, which is only somewhat desireable.

Jason

Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

  • raistlin@tacorp.net - jslagle@toledolink.com - WHOIS JS10172
    /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
    \ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
    X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
    / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC NetworkOn Thu, 23 Aug 2001, Jesse Vincent wrote:

There is code in Ticket.pm, which does this if the mail comes from a ticket
requestor. In 2.2, this will move out to be a scrip and hence a zillion
times more configurable.

On Thu, Aug 23, 2001 at 05:41:29PM -0400, Jason Slagle wrote:

No, I think he WANTS them to go back open (That is desireable).

The call to Ticket::Open() was removed in rt-mailgate (I think I got my
perl right, I’m a C kiddy).

Jason

Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

  • raistlin@tacorp.net - jslagle@toledolink.com - WHOIS JS10172
    /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
    \ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
    X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
    / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC Network

On Thu, 23 Aug 2001, Jesse Vincent wrote:

It was in earlier releases of RT 2, but should be fixed in current releases.

On Thu, Aug 23, 2001 at 11:24:41AM -0400, Neil H. wrote:

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil


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


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

The code was in two places. It’s now in one. The current solution does
not require that the user has ModifyTicket.

The bit of logic I’m referring to is in Ticket->Correspond:

# TODO this bit of logic should really become a scrip for 2.2
if (($TransObj->IsInbound) and 
($self->Status ne 'open') and
($self->Status ne 'new')
   ) {

my $TicketAsSystem = new RT::Ticket($RT::SystemUser);
$TicketAsSystem->Load($self->Id);

my $oldstatus = $TicketAsSystem->Status();
$TicketAsSystem->__Set(Field => 'Status', Value => 'open');
$TicketAsSystem->_NewTransaction 
  ( Type => 'Set',
    Field => 'Status',
    OldValue => $oldstatus,
    NewValue => 'open',
    Data => 'Ticket auto-opened on incoming correspondence'
  );
}On Thu, Aug 23, 2001 at 07:18:37PM -0400, Jason Slagle wrote:

The code to do this WAS in rt-mailgate.

My tickets stopped reopening when I merged changes from 2.0.5_03 in, and I
had to readd the ->Open myself.

What’s kinda bothersome is that the user must poses ModifyTicket for it to
suceed, which is only somewhat desireable.

Jason


Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

  • raistlin@tacorp.net - jslagle@toledolink.com - WHOIS JS10172
    /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
    \ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
    X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
    / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC Network

On Thu, 23 Aug 2001, Jesse Vincent wrote:

There is code in Ticket.pm, which does this if the mail comes from a ticket
requestor. In 2.2, this will move out to be a scrip and hence a zillion
times more configurable.

On Thu, Aug 23, 2001 at 05:41:29PM -0400, Jason Slagle wrote:

No, I think he WANTS them to go back open (That is desireable).

The call to Ticket::Open() was removed in rt-mailgate (I think I got my
perl right, I’m a C kiddy).

Jason

Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

  • raistlin@tacorp.net - jslagle@toledolink.com - WHOIS JS10172
    /"\ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
    \ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
    X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
    / \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC Network

On Thu, 23 Aug 2001, Jesse Vincent wrote:

It was in earlier releases of RT 2, but should be fixed in current releases.

On Thu, Aug 23, 2001 at 11:24:41AM -0400, Neil H. wrote:

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil


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


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

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

Unfortunately since this was so unintuitive we had to drop using it. We
just spent the last 4 hours cleaning up emails from two weeks ago when we
upgraded to the latest version and emails weren’t being reopened.

NeilFrom: “Jesse Vincent” jesse@bestpractical.com
To: “Jason Slagle” raistlin@tacorp.net
Cc: “Neil H.” neil-list@hostmysite.com; rt-devel@fsck.com
Sent: Thursday, August 23, 2001 7:21 PM
Subject: Re: [rt-devel] Open from Resolved.

The code was in two places. It’s now in one. The current solution does
not require that the user has ModifyTicket.

The bit of logic I’m referring to is in Ticket->Correspond:

# TODO this bit of logic should really become a scrip for 2.2
if (($TransObj->IsInbound) and

($self->Status ne ‘open’) and
($self->Status ne ‘new’)
) {

my $TicketAsSystem = new RT::Ticket($RT::SystemUser);
$TicketAsSystem->Load($self->Id);

my $oldstatus = $TicketAsSystem->Status();
$TicketAsSystem->__Set(Field => ‘Status’, Value => ‘open’);
$TicketAsSystem->_NewTransaction
( Type => ‘Set’,
Field => ‘Status’,
OldValue => $oldstatus,
NewValue => ‘open’,
Data => ‘Ticket auto-opened on incoming correspondence’
);
}

The code to do this WAS in rt-mailgate.

My tickets stopped reopening when I merged changes from 2.0.5_03 in, and
I

had to readd the ->Open myself.

What’s kinda bothersome is that the user must poses ModifyTicket for it
to

suceed, which is only somewhat desireable.

Jason


Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

\ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
X - NO HTML/RTF in e-mail . Coders . wombat.dal.net
/ \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC Network

There is code in Ticket.pm, which does this if the mail comes from a
ticket

requestor. In 2.2, this will move out to be a scrip and hence a
zillion

times more configurable.

No, I think he WANTS them to go back open (That is desireable).

The call to Ticket::Open() was removed in rt-mailgate (I think I got
my

perl right, I’m a C kiddy).

Jason

Jason Slagle - CCNP - CCDP
Network Administrator - Toledo Internet Access - Toledo Ohio

\ / ASCII Ribbon Campaign . Interim Team Lead - . Admin -
X - NO HTML/RTF in e-mail . Coders .
wombat.dal.net

/ \ - NO Word docs in e-mail . Team Lead - Exploits . DALnet IRC
Network

It was in earlier releases of RT 2, but should be fixed in current
releases.

I am having tickets that are resolved however when someone
replies back to

it, it doesn’t go from resolved back to open. I can’t really
find any

pattern but is there a known bug?

Thanks,

Neil


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


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


http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.


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

Make sure you have correct policies set for everyone and requestors.

For us it works:
Group rules:

Everyone:
CreateTicket
CommentOnTicket
ReplyToTicket
ModifyTicket

Requestor:
CreateTicket
CommentOnTicket
ReplyToTicket
ModifyTicket

Steve Poirier
Directeur d�veloppement / Project Manager
Inet-Technologies inc.----- Original Message -----
From: “Neil H.” neil-list@hostmysite.com
To: rt-devel@fsck.com
Sent: Thursday, August 23, 2001 11:24 AM
Subject: [rt-devel] Open from Resolved.

I am having tickets that are resolved however when someone replies back to
it, it doesn’t go from resolved back to open. I can’t really find any
pattern but is there a known bug?

Thanks,

Neil


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