Resolve ticket dependant and correspond

RT Users
1

Hello,

I’ve searched through the mailing list archive, but could not find any hint yet. Could someone help me with this :

The context (RT version is 4.2.6.) :

* Ticket #1 is dependant on ticket #2, so ticket #1 cannot be resolved if ticket #2 is not resolved. 
* The Resolve action in the lifecycle : 'open -> resolved' => { label => 'Resolve', update => 'Respond' }.

Ticket #2 is open. But it happens that by mistake we go to the Actions menu, on ticket #1, and click on “Resolve”. And then write a message to explain how the ticket has been resolved. The mail is sent to the requestor, though the ticket’s status won’t be updated to “resolve” as it is dependant on ticket #2 still open.

Question :
How could it be possible to prevent the correspondance mail to being sent as the ticket can’t be solved ?

Thanks a lot for your help,
Elisabeth

2

I’m not sure if it is supported in RT 4.2.6, but you could set:

Set($HideResolveActionsWithDependencies, 1);

in your RT_SiteConfig.pm.
This way, you will not have a “Resolve” action in your menu if the ticket cannot be resolved due to dependencies.

Hope this helps.

CrisOn 23/02/2015 12:22, elifree@free.frmailto:elifree@free.fr wrote:
Hello,

I’ve searched through the mailing list archive, but could not find any hint yet. Could someone help me with this :

The context (RT version is 4.2.6.) :

  • Ticket #1 is dependant on ticket #2, so ticket #1 cannot be resolved if ticket #2 is not resolved.
  • The Resolve action in the lifecycle : ‘open → resolved’ => { label => ‘Resolve’, update => ‘Respond’ }.

Ticket #2 is open. But it happens that by mistake we go to the Actions menu, on ticket #1, and click on “Resolve”. And then write a message to explain how the ticket has been resolved. The mail is sent to the requestor, though the ticket’s status won’t be updated to “resolve” as it is dependant on ticket #2 still open.

Question :
How could it be possible to prevent the correspondance mail to being sent as the ticket can’t be solved ?

Thanks a lot for your help,
Elisabeth

3

Chris,
Thanks a lot for your help, it’s exactly what I need !
And yes, it works in 4.2.6 .

Elisabeth