Replying to Resolved tickets reopens them - this is not what I want

RT Users
1

Requesters send their request for help to the “main” queue, we then have a
dispatcher move the ticket to a more descriptive queue, like “OS-Install”.
The “main” queue is the only queue that grants Everyone the CreateTicket
and SeeQueue perms. All other queues grant the Requester the following
perms, CommentOn Ticket, ReplyToTicket, and ShowTicket.

When we Resolve a ticket from OS-Install, and the user responds back
(usually to say thanks or via “Out of Office” autoreply) it reopens the
ticket. I thought I had stripped out all the rights that allow this, but
apparently something is still letting it happen. I only want tickets to be
created in “main” by the Requesters. But I want Requesters to be able to
correspond on their tickets and be able to view the ticket details when
they login. Can someone shed some light on which perms are best for what
I’m trying to do?

Thanks for any help!

Scott Newton - Systems Management Integration Professional - Sr
Portland, OR - (503) 221-2662 - T/L 388-2662

2

Scott Newton wrote:

When we Resolve a ticket from OS-Install, and the user responds back
(usually to say thanks or via “Out of Office” autoreply) it reopens the
ticket. I thought I had stripped out all the rights that allow this, but
apparently something is still letting it happen.

You don’t say which RT version you’re using. In RT3 this is handled
by an OpenTickets scrip, which you can disable. In RT2 you need to
find and exterminate some code buried in RT::ticket::Correspond().
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

3

Senoner Samuel a écrit :

I searched the script you said in RT3, but didn’t find it.

“Scrip”, not script (no “t” at end), but well, “scrips” are just RT’s
scripts…

If I remember, it is a global scrip, so looks into Config > Global >
Scrips. If you disable it here, you’ll have to re-enable it for each
queue for which it should work.

Will this only block the reopening, but not the add of the
correspondence?

That scrip (re)opens a ticket on correspondance. Disabling it will
prevent opening of new tickets and reopening of closed tickets on
correponsdance, not correspondance itself.

Guillaume Perréal.

Responsable informatique,
Cemagref, groupement de Lyon, France.

Tél: (+33) 4.72.20.87.87
Fax: (+33) 4.78.47.78.75
Site: http://www.lyon.cemagref.fr/