Reopening of Closed Tickets

RT Users
1

Hey List,

I’ve been trying to work out how to prevent RT from re-opening an already closed ticket when I add some comments to it… I have a bunch of customer tickets that I want to add more info too after they have been closed (like a bug id for example) and I don’t want the ticket re-opened…

Can this be done?!

–Stevo

2

So does anyone have any idea on this question??

–Stevo----- Original Message -----
From: Stevo
To: rt-users@lists.fsck.com
Sent: Tuesday, June 10, 2003 8:32 AM
Subject: [rt-users] Reopening of Closed Tickets

Hey List,

I’ve been trying to work out how to prevent RT from re-opening an already closed ticket when I add some comments to it… I have a bunch of customer tickets that I want to add more info too after they have been closed (like a bug id for example) and I don’t want the ticket re-opened…

Can this be done?!

–Stevo

3

Stevo wrote:

I’ve been trying to work out how to prevent RT from re-opening an
already closed ticket when I add some comments to it… I have a bunch
of customer tickets that I want to add more info too after they have
been closed (like a bug id for example) and I don’t want the ticket
re-opened…

RT won’t do that, unless you’ve configured a scrip to do so.

RT2 only reopens on correspondence, not comments.
RT3 by default does the same, via a global scrip.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

4

Makes sense Phil,

So I’m using RT2 - is there a way that I can disable a resolved ticket
getting re-opened on correspondence?

–Steve----- Original Message -----
From: “Phil Homewood” pdh@snapgear.com
To: rt-users@lists.fsck.com
Sent: Thursday, June 12, 2003 3:52 PM
Subject: Re: [rt-users] Reopening of Closed Tickets

Stevo wrote:

I’ve been trying to work out how to prevent RT from re-opening an
already closed ticket when I add some comments to it… I have a bunch
of customer tickets that I want to add more info too after they have
been closed (like a bug id for example) and I don’t want the ticket
re-opened…

RT won’t do that, unless you’ve configured a scrip to do so.

RT2 only reopens on correspondence, not comments.
RT3 by default does the same, via a global scrip.

Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

5

Stevo wrote:

So I’m using RT2 - is there a way that I can disable a resolved ticket
getting re-opened on correspondence?

Look for the code containing “Ticket auto-opened” in
RT::Ticket->Correspond(). Be well warned that disabling that
section of code means that a transaction will never automatically
open, so a requestor’s reply informing you that “the problem is
NOT resolved!” isn’t going to reopen the ticket. For example.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances