Resolving and closing tickets

My apologies if this is answered somewhere else already.

When a ticket is set to status resolved, is there any way to lock it, or
close the ticket out?
So that any future emails to the same ticket number do not result in the
ticket being set back to status open?

Thanks for any help!

-Jeff Humes

That’s a very good question and probably has been asked before. I don’t
think there is a way out-of-the-box to do this. Probably could write a
custom script per queue - or hack the source code. Of course, to do what
you want would result in the email being bounced back to sender or simply
eaten by RT. I guess the bounced message could include details that the
ticket in question has been closed.

James Moseley

         "jeff@bofus.org"                                              
         <jeff@bofus.org>                                              
         Sent by:                                                   To 
         rt-users-bounces@         rt-users@lists.bestpractical.com    
         lists.bestpractic                                          cc 
         al.com                                                        
                                                               Subject 
                                   [rt-users] resolving and closing    
         01/01/2009 10:10          tickets                             
         AM                                                            

My apologies if this is answered somewhere else already.

When a ticket is set to status resolved, is there any way to lock it, or
close the ticket out?
So that any future emails to the same ticket number do not result in the
ticket being set back to status open?

Thanks for any help!

-Jeff Humes
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That’s a very good question and probably has been asked before. I don’t
think there is a way out-of-the-box to do this. Probably could write a
custom script per queue - or hack the source code. Of course, to do what
you want would result in the email being bounced back to sender or simply
eaten by RT. I guess the bounced message could include details that the
ticket in question has been closed.

From the original poster’s description, it sounds like "Remove the
global scrip that reads “On Correspond, Open Ticket”

Jesse Vincent
<jesse@bestpracti
cal.com> To
jmoseley@corp.xanadoo.com
01/01/2009 02:35 cc
PM "jeff@bofus.org" jeff@bofus.org,
rt-users@lists.bestpractical.com
Subject
Re: [rt-users] resolving and
closing tickets

That’s a very good question and probably has been asked before. I don’t
think there is a way out-of-the-box to do this. Probably could write a
custom script per queue - or hack the source code. Of course, to do
what

you want would result in the email being bounced back to sender or
simply

eaten by RT. I guess the bounced message could include details that the
ticket in question has been closed.

From the original poster’s description, it sounds like "Remove the
global scrip that reads “On Correspond, Open Ticket”

Perfect. Removing that wouldn’t effect creation of tickets, though,
correct?

James

From the original poster’s description, it sounds like "Remove the
global scrip that reads “On Correspond, Open Ticket”

Perfect. Removing that wouldn’t effect creation of tickets, though,
correct?

It would not.

(Correct me if I am wrong …please) but …
I do not think just disabling / removing the scrip is a good solution ,
what you end up with correspondences/updates filtering into the ticket
which remains resolved, and no one notices, then a phone call from an
angry customer who has been ignored …
If you do not wish tickets to re-open then in addition to disabling the
scrip, you either:

1- Create scrip to create new ticket when corresponding to a resolved
ticket.
2- As James suggested modify the source code to send back a bounce
stating the ticket in question is resolved and should open a new ticket

In either case a new ticket and few more rows in your Groups and CGM
tables, In my opinion, its more system efficient to re-open the ticket …

Regards;
Roy

Jesse Vincent wrote:

(Correct me if I am wrong …please) but …
I do not think just disabling / removing the scrip is a good
solution ,
what you end up with correspondences/updates filtering into the ticket
which remains resolved, and no one notices, then a phone call from an
angry customer who has been ignored …

I think you’re right. But, modifying the source isn’t advisable in
this situation. Your suggestion #2 could more easily be implemented
by creating a new script along the lines of “On Correspond, If
Resolved, Return Message.” It’d need a new email template, but that’s
all… and I think should be fairly simple to implement without ever
touching the source.