Apologies if this is a repost - I sent it before my confirmation email
arrived, and have just checked the gossamer archives and it didn’t show up.
Hi,
I’d like to be able to prevent users from reopening a ticket which has been
resolved (or rejected) but not one which has been stalled.
Our Problem:
A significant number of customers are replying to old tickets with new
questions, which makes any analysis of how we handle tickets completely
useless.
Thoughts / Options:
I’d like to be able to set RT to treat an incoming email on a closed ticket
as a new ticket (potentially automatically linking to the original ticket).
If it is the same issue then we can easily merge the tickets.
The other option I’ve considered is the ability to split tickets -
reassigning a number of transactions to a new ticket (ideally copying much
of the ticket metadata, requestor etc.), so that we can then re-close the
original ticket.
It’s possible that I’ve missed an obvious config option or plugin, but I
couldn’t find anything conclusive on the mailing list or best practical
wiki.
How do other people deal with this kind of issue?
Cheers,
John
John Robson
Senior Support Engineer
ApplianSys
Apologies if this is a repost - I sent it before my confirmation email
arrived, and have just checked the gossamer archives and it didn’t show up.
here we don’t allow to reply to a ticket already billed. So we have a
customcondition which looks at a customfield to see if ticket is billed
or not and then we use the following action to create a new ticket if
someone respond to billed ticket:
http://wiki.bestpractical.com/view/ForkIntoNewTicket
here we don’t allow to reply to a ticket already billed. So we have a
customcondition which looks at a customfield to see if ticket is billed
or not and then we use the following action to create a new ticket if
someone respond to billed ticket:
ForkIntoNewTicket - Request Tracker Wiki
Using that links, and some of it’s fellows I’ve mostly gotit working, took
a little while, and a touch of furkling, but the right thing is now (mostly)
happening.
I am still getting outgoing emails from the original ticket, but thankfully
it’s not being reopenned.
I’d like to drop that behaviour… but unless it’s something obvious I’ll
leave it for now and see if I care in three months time.
Many thanks,
John
John Robson
Senior Support Engineer
ApplianSys
Using that links, and some of it’s fellows I’ve mostly gotit working, took
a little while, and a touch of furkling, but the right thing is now (mostly)
happening.
I am still getting outgoing emails from the original ticket, but thankfully
it’s not being reopenned.
You have to change your scrip “On reply, Notify …” to “On reply to
unresolved ticket, notify …”.
I think, a scripcondition “On resolved to unresolved ticket” exists on
the wiki, else, it’s not very difficult to write it 
Using that links, and some of it’s fellows I’ve mostly gotit working,
took
a little while, and a touch of furkling, but the right thing is now
(mostly)
happening.
I am still getting outgoing emails from the original ticket, but
thankfully
it’s not being reopenned.
You have to change your scrip “On reply, Notify …” to “On reply to
unresolved ticket, notify …”.
I think, a scripcondition “On resolved to unresolved ticket” exists on
the wiki, else, it’s not very difficult to write it
Pretty sure it’s on the wiki, I did spot it, but haven’t actually touched
it.
John
John Robson
Senior Support Engineer
ApplianSys