Possible to lock tickets?

RT Users
1

Hello,

We wish to “lock” tickets so that they can not be reopen by email once
we have decided they are resolved and locked (manually).

I think we can’t prevent the reopening with a scrip but can we do this
via lifecycles ?

Thanks,

JC

2

We wish to “lock” tickets so that they can not be reopen by email
once we have decided they are resolved and locked (manually).

I think we can’t prevent the reopening with a scrip but can we do
this via lifecycles ?

You can turn off re-opening entirely by disabling the On Correspond
open Tickets Scrip that RT ships.

There is an extension to this in a time-based manner:

You could also use it to say that once a ticket moves manually to the
‘really closed’ status, never allow the ticket to be reopened using
that extension.
https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/etc/RepliesToResolved_Config.pm

Technically you could define a lifecycle status that has no transition
to an active status, but that means you’ll never be able to re-open
the ticket even manually.

-kevin

3

You can turn off re-opening entirely by disabling the On Correspond
open Tickets Scrip that RT ships.

Looks nice and simple.

There is an extension to this in a time-based manner:

You could also use it to say that once a ticket moves manually to the
‘really closed’ status, never allow the ticket to be reopened using
that extension.

So many options. Thanks a lot for your help.