Reopen on correspond

I’ve heard the arguments, I’ve pondered the implications.

As of 2.0.7, RT will revert to the 1.0 behavior wrt ticket reopening.

ANY correspondence on a stalled or resolved ticket will reopen the ticket.

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

Is it possible to make this a switchable option?
In one implementation here, we like to have tickets reopened.
In another area, we would prefer to have this NOT be the case.-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Jesse Vincent
Sent: Thursday, September 06, 2001 3:53 PM
To: rt-users@fsck.com
Subject: [rt-users] Reopen on correspond

I’ve heard the arguments, I’ve pondered the implications.

As of 2.0.7, RT will revert to the 1.0 behavior wrt ticket reopening.

ANY correspondence on a stalled or resolved ticket will reopen the ticket.

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

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

Not likely within the 2.0.x series. It’ll be a scrip in 2.2On Thu, Sep 06, 2001 at 04:02:08PM -0400, Technical Support (Stephen Feather) wrote:

Is it possible to make this a switchable option?
In one implementation here, we like to have tickets reopened.
In another area, we would prefer to have this NOT be the case.

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Jesse Vincent
Sent: Thursday, September 06, 2001 3:53 PM
To: rt-users@fsck.com
Subject: [rt-users] Reopen on correspond

I’ve heard the arguments, I’ve pondered the implications.

As of 2.0.7, RT will revert to the 1.0 behavior wrt ticket reopening.

ANY correspondence on a stalled or resolved ticket will reopen the ticket.


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


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


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

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

Hello all,

We just implemented RT for our Site/company bug tracking system. There are
a few things that didn’t seem to be in any configuration areas… And not
mentioned in any faqs anywhere.

Is there a way to change the status and other options like that? Open,
dead, resolved… and so on, are great and all, but we could really use
several more status options. Is there an easy way to add more?

Erik Parker

“JV” == Jesse Vincent jesse@bestpractical.com writes:

JV> I’ve heard the arguments, I’ve pondered the implications.
JV> As of 2.0.7, RT will revert to the 1.0 behavior wrt ticket reopening.
JV> ANY correspondence on a stalled or resolved ticket will reopen the ticket.

Great! We’ve had issues with people who submit the initial request
using their “official” address registered with us, then all the rest
from some random dialup account. Makes for hard work when tickets
don’t re-snap open in this case.

Yes,
If you look in your rt2/WebRT/Elements dir you’ll find a file called
SelectStatus in there you can add items-----Original Message-----
From: Erik [mailto:eparker@mindsec.com]
Sent: Thursday, September 06, 2001 1:05 PM
To: Jesse Vincent
Cc: rt-users@fsck.com
Subject: [rt-users] Features

Hello all,

We just implemented RT for our Site/company bug tracking system. There are
a few things that didn’t seem to be in any configuration areas… And not
mentioned in any faqs anywhere.

Is there a way to change the status and other options like that? Open,
dead, resolved… and so on, are great and all, but we could really use
several more status options. Is there an easy way to add more?

Erik Parker

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

Hmm, ok maybe not. I just tried it and it said invaled status. So that must
just be for the form… it might also need to be added to sql and a couple
of other files I have yet to find.

:slight_smile: sorry bout that-----Original Message-----
From: Erik [mailto:eparker@mindsec.com]
Sent: Thursday, September 06, 2001 1:05 PM
To: Jesse Vincent
Cc: rt-users@fsck.com
Subject: [rt-users] Features

Hello all,

We just implemented RT for our Site/company bug tracking system. There are
a few things that didn’t seem to be in any configuration areas… And not
mentioned in any faqs anywhere.

Is there a way to change the status and other options like that? Open,
dead, resolved… and so on, are great and all, but we could really use
several more status options. Is there an easy way to add more?

Erik Parker

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