Resolved Tickets being Reopened

Hi Everyone,

This may have been discussed before, but I hope to get the definitive
answer.

A ticket is resolved and the user is informed that it was done so. They
reply to the e-mail sent by Request Tracker that the ticket has been
Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

Thank you for your help,

Take care!

Nick

We are using the OnResolveOnce contribution from the wiki. the second
time you close a ticket, they are not notified and don’t reply saying
"Thanks". The other option would be to find or write a scrip which will
check to see if the ticket is resolved and create a new ticket. This
would need to replace your standard OnCorrespond condition. There may
be something you can draw from on the wiki. Always, always, always wiki.

DB

Nick Metrowsky wrote:

Hi Everyone,

This may have been discussed before, but I hope to get the definitive
answer.

A ticket is resolved and the user is informed that it was done so.
They reply to the e-mail sent by Request Tracker that the ticket has
been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

Thank you for your help,

Take care!

Nick



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

I believe that I first had to disable a problematic scrip that would
re-open a ticket with a response. But I can’t find that now since I
would have deleted it :slight_smile:

I remember changing share/html/Ticket/Update.html so that new tickets
weren’t auto-opened without explicitly changing the status. But I don’t
remember exactly how I fixed the resolved one. I know there is a module
in lib/RT/Action called AutoOpen.pm - I think the scrip that I can’t
find may have used this module. As you see in there, the Commit
subroutine will set a ticket to open with the message “Ticket
auto-opened on incoming correspondence”. If that’s what you’re seeing
in your ticket history, then you should be able to track down the
problem now.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, February 09, 2006 7:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Resolved Tickets being Reopened

Hi Everyone,

 

This may have been discussed before, but I hope to get the

definitive answer.

A ticket is resolved and the user is informed that it was done

so. They reply to the e-mail sent by Request Tracker that the ticket has
been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

Thank you for your help,

 

Take care!

 

Nick

I’d seriously suggest getting rid of the automatic email on ‘resolve’. I
mean, would you really want to send that?

Schultz, Eric wrote:

I believe that I first had to disable a problematic scrip that would
re-open a ticket with a response. But I can’t find that now since I
would have deleted it :slight_smile:

I remember changing share/html/Ticket/Update.html so that new tickets
weren’t auto-opened without explicitly changing the status. But I don’t
remember exactly how I fixed the resolved one. I know there is a module
in lib/RT/Action called AutoOpen.pm - I think the scrip that I can’t
find may have used this module. As you see in there, the Commit
subroutine will set a ticket to open with the message “Ticket
auto-opened on incoming correspondence”. If that’s what you’re seeing
in your ticket history, then you should be able to track down the
problem now.


From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, February 09, 2006 7:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Resolved Tickets being Reopened

Hi Everyone,

This may have been discussed before, but I hope to get the
definitive answer.

A ticket is resolved and the user is informed that it was done
so. They reply to the e-mail sent by Request Tracker that the ticket has
been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

Thank you for your help,

Take care!

Nick


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400

Hi Chris,

Do you know how to turn it off?

Take care!

NickFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Chris
Hall
Sent: Thursday, February 09, 2006 10:10 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Resolved Tickets being Reopened

I’d seriously suggest getting rid of the automatic email on ‘resolve’. I

mean, would you really want to send that?

Schultz, Eric wrote:

I believe that I first had to disable a problematic scrip that would
re-open a ticket with a response. But I can’t find that now since I
would have deleted it :slight_smile:

I remember changing share/html/Ticket/Update.html so that new tickets
weren’t auto-opened without explicitly changing the status. But I
don’t
remember exactly how I fixed the resolved one. I know there is a
module
in lib/RT/Action called AutoOpen.pm - I think the scrip that I can’t
find may have used this module. As you see in there, the Commit
subroutine will set a ticket to open with the message “Ticket
auto-opened on incoming correspondence”. If that’s what you’re seeing
in your ticket history, then you should be able to track down the
problem now.


From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, February 09, 2006 7:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Resolved Tickets being Reopened

Hi Everyone,

This may have been discussed before, but I hope to get the
definitive answer.

A ticket is resolved and the user is informed that it was done
so. They reply to the e-mail sent by Request Tracker that the ticket
has
been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

Thank you for your help,

Take care!

Nick


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

Go to:

configuration->global->scrips

…then check the box to delete the scrip.

Its still handy to inform your queue watchers (staff) that the ticket is
resolved - make a new scrip for “On status change” “Notify admin cc’s” etc.

Cheers,

  • Chris

Nick Metrowsky wrote:

Hi Chris,

Do you know how to turn it off?

Take care!

Nick

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Chris
Hall
Sent: Thursday, February 09, 2006 10:10 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Resolved Tickets being Reopened

I’d seriously suggest getting rid of the automatic email on ‘resolve’. I

mean, would you really want to send that?

Schultz, Eric wrote:

I believe that I first had to disable a problematic scrip that would
re-open a ticket with a response. But I can’t find that now since I
would have deleted it :slight_smile:

I remember changing share/html/Ticket/Update.html so that new tickets
weren’t auto-opened without explicitly changing the status. But I

don’t

remember exactly how I fixed the resolved one. I know there is a

module

in lib/RT/Action called AutoOpen.pm - I think the scrip that I can’t
find may have used this module. As you see in there, the Commit
subroutine will set a ticket to open with the message “Ticket
auto-opened on incoming correspondence”. If that’s what you’re seeing
in your ticket history, then you should be able to track down the
problem now.


From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, February 09, 2006 7:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Resolved Tickets being Reopened

Hi Everyone,

This may have been discussed before, but I hope to get the
definitive answer.

A ticket is resolved and the user is informed that it was done
so. They reply to the e-mail sent by Request Tracker that the ticket

has

been Resolved. Because the user replied to the message sent by Request
Tracker, the ticket status is then changed from the Resolved state to
the Open state. Is there a way to prevent this from happening? We are
running Request Tracker V3.4.4.

Thank you for your help,

Take care!

Nick


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at

http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at

http://bestpractical.com/services/training.html

Chris Hall
FilmLight Ltd
14-15 Manette St
London W1D 4AP
+44 (0)20 7292 0400

This may have been discussed before, but I hope to get the definitive
answer.

This certainly is a FAQ.

Try searching the archives[1]… im hoping to be contributing to the
wiki more soon… if you find the answer (and let me know), ill throw it
in the wiki.

Duncan

[1] http://www.gossamer-threads.com/lists/rt/users/