hello,
I see that this is bug 1609.
When I resolve a ticket, then resolve it again (say to send
correspondence rather than a comment), the ticket reopens. Is there any
work-around setting, or a status on this? I don’t think that I can view
the info on the bug.
thanks all
rick
Rick Rezinas 503-889-7091
Unix Systems Administrator
Qsent, Inc.
When Gladstone was British Prime Minister he visited Michael Faraday’s
laboratory and asked if some esoteric substance called `Electricity’
would ever have practical significance.
“One day, sir, you will tax it,” was the answer.
– Science, 1994
Hey Rick,
I had this problem too. We’re testing a fix for BestPractical, which is under our support contract. Which means that you should take this with much paranoia, and it’s not a tested fix except in one system (although it’s been fine for us).
I modified Ticket/ModifyAll.html: I switched the order of:
$ARGS{‘UpdateContent’} =~ s/\r\n/\n/g;
chomp ($ARGS{‘UpdateContent’}) ; and if ($ARGS{‘UpdateContent’} &&
$ARGS{‘UpdateContent’} ne ‘’ &&
$ARGS{‘UpdateContent’} ne “-- \n” .
$session{‘CurrentUser’}->UserObj->Signature
) {
ProcessUpdateMessage(TicketObj => $Ticket,
ARGSRef=>%ARGS,
Actions=>@results);
}
}
(so that the top code is after the bottom in the modified version)
Which has the effect of updating the automagic stuff first, and then the user stuff.
We’re going to see how this works, in general, and if nothing breaks, bestpractical will probably use it in RT’s next release.
-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer@tufts.edu
Quoting Rick Rezinas rick.rezinas@qsent.com:
Sheeri Kritzer wrote:
I had this problem too. We’re testing a fix for BestPractical,
which is under our support contract. Which means that you should take
this with much paranoia, and it’s not a tested fix except in one system
(although it’s been fine for us).
Hmm. I don’t see how the change you posted does what you say.
Nonetheless… back to Rick’s problem:
When I resolve a ticket, then resolve it again (say to send
correspondence rather than a comment), the ticket reopens. Is there any
work-around setting, or a status on this? I don’t think that I can view
the info on the bug.
Try the following: (disclaimer: untested)
Index: lib/RT/Ticket.pm
RCS file: /cvs/local/rt/lib/RT/Ticket.pm,v
retrieving revision 1.5
diff -u -r1.5 Ticket.pm
— lib/RT/Ticket.pm 15 Jul 2002 01:30:27 -0000 1.5
+++ lib/RT/Ticket.pm 30 Sep 2002 00:58:35 -0000
@@ -1749,6 +1749,7 @@
$TicketAsSystem->Load($self->Id);
if (
- ($TransObj->IsInbound) and
($TicketAsSystem->Status ne ‘open’) and
($TicketAsSystem->Status ne ‘new’)
) {
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