Reply on closed ticket needs to make issue new again

RT Users
1

Is there any way I can make it so when a requestor replies to a resolve
message the ticket is reset to “New”?
Here’s a walkthrough:

  1. Client requests a ticket.
  2. Ticket is made.
  3. Ticket is “Taken” by staff member.
  4. Staff member fixes problems and sends resolved message to requestor.
  5. Requestor replies to this message with more work.
  6. Nothing happens.

Basically we get a lot of tickets and can’t go through all the tickets all
the time to see if someone has replied to them.
We need a good way to flag the tickets that have replied messages on them.
Right now, we’re thinking we’d like to have every ticket that gets replied to
sent to the “new” status.
Any ideas on how to do this?
Thanks.
–Alex

Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb@wpi.edu

2

You should be able to do that with a scrip.

Condition: On correspond
Custom Action: if status is ‘resolved’ then status becomes ‘new’

my $ticket = $self->TicketObj;
if ($ticket->Status eq ‘resolved’) {
$ticket->SetStatus(‘new’);
}
return 1;

AnthonyOn Tue, 29 Mar 2005, Brelsfoard, Alex wrote:

Is there any way I can make it so when a requestor replies to a resolve
message the ticket is reset to “New”?
Here’s a walkthrough:

  1. Client requests a ticket.
  2. Ticket is made.
  3. Ticket is “Taken” by staff member.
  4. Staff member fixes problems and sends resolved message to requestor.
  5. Requestor replies to this message with more work.
  6. Nothing happens.

Basically we get a lot of tickets and can’t go through all the tickets all
the time to see if someone has replied to them.
We need a good way to flag the tickets that have replied messages on them.
Right now, we’re thinking we’d like to have every ticket that gets replied to
sent to the “new” status.
Any ideas on how to do this?
Thanks.
–Alex

Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb@wpi.edu

3
  1. Staff member fixes problems and sends resolved message to requestor.
  2. Requestor replies to this message with more work.
  3. Nothing happens.

I might be missing something, but when a ticket is resolved, it no longer
appears in the tickets you own. If the user replies, the ticket is
opened, again, and it appears in the list of tickets you own. The status
is also changed from resolved to open.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“If you have an imagination, you don’t need will power.” - me

4

Thanks very much. This did the trick nicely.
Lovey.
Much appreciated!
–Alex

Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb@wpi.eduFrom: Anthony Leong [mailto:anthonyl@yorku.ca]
Sent: Tuesday, March 29, 2005 12:04 PM
To: Brelsfoard, Alex
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reply on closed ticket needs to make issue new again

You should be able to do that with a scrip.

Condition: On correspond
Custom Action: if status is ‘resolved’ then status becomes ‘new’

my $ticket = $self->TicketObj;
if ($ticket->Status eq ‘resolved’) {
$ticket->SetStatus(‘new’);
}
return 1;

Anthony