Response to ticket and changing the status


#1

Hi there,

I have downloaded and installed the CVS release of rt. It appears that
everything is working correctly, but I’ve run into an issue on
responding to a ticket. When a ticket comes into a queue (general right
now), an RT user can take ownership of it just fine. When the RT user
replies to the ticket and changes the status from “new” to “open”, it
doesn’t stick. The response text is sent out and added to the ticket’s
history, but the status still shows as new.

The only way for the an RT user to change the status is by going to the
"basics" menu and changing the status there. Is this by design, or a
potential bug?

Couple more questions:

  1. in reviewing the rt.log.nnnnn log file, I get the following
    messages for every database operation:

Database handle destroyed without explicit disconnect at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 219.

Are these normal or is this something I should look to resolve?

  1. How can I tell which version of code I’m running? Want to insure
    my questions contain the appropriate level of information.

Cheers,

— Gavin Adams
Promisant Ltd.
Bermuda


#2

Hi there,

I have downloaded and installed the CVS release of rt. It appears that
everything is working correctly, but I’ve run into an issue on
responding to a ticket. When a ticket comes into a queue (general right
now), an RT user can take ownership of it just fine. When the RT user
replies to the ticket and changes the status from “new” to “open”, it
doesn’t stick. The response text is sent out and added to the ticket’s
history, but the status still shows as new.

When did you download from CVS? this has been fixed recently.

The only way for the an RT user to change the status is by going to the
"basics" menu and changing the status there. Is this by design, or a
potential bug?

There are several ways to update status. there are some buttons in the UI
and the comment/reply form has a dropdown.

Couple more questions:

  1. in reviewing the rt.log.nnnnn log file, I get the following
    messages for every database operation:

Database handle destroyed without explicit disconnect at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 219.

Are these normal or is this something I should look to resolve?

It’s a bug in the older versions of DBD::mysql. But it’s not a big deal at
all. it won’t cause you any harm.

  1. How can I tell which version of code I’m running? Want to insure
    my questions contain the appropriate level of information.

Unless you’re a hacker, you should be running the numbered snapshots
from ftp://ftp.fsck.com/pub/rt/devel/

Cheers,

— Gavin Adams
Promisant Ltd.
Bermuda


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