RT_System reopening tickets

I am experiencing a weird bug, here is what is happening:

  • click on “jumbo” while viewing a ticket
  • set: Status -> Resolved
  • set: Update Type -> Response to Requestor
  • add some text to MessageBox
  • click “Save Changes”

The Ticket History shows:

marc - Status changed from resolved to open
RT_System - Status changed from resolved to open
marc - Correspondence added

How come the RT_System re-opens the ticket?
I am using RT-3.0.4 with Mysql-4.0.12 and apache 2.0.45

Thanks.

Marc Jauvin
http://register4less.com
450-441-5458

I am sorry, in the previous post, the history section should have been:

The Ticket History shows:

marc - Status changed from open to resolved
marc - Correspondence added
RT_System - Status changed from resolved to open

Marc Jauvin
http://register4less.com
450-441-5458

HM, yea.
OpenTicket on correspond is a global scrip.
In my opinion with this form the correspondence should be added first
and after that the ticket resolved.
A workaround is to do 2 Steps, reply to a ticket and after that resolve
it.

SamuelFrom: Marc Jauvin [mailto:marc@register4less.com]
Sent: Friday,25 July,2003 08:13
To: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] RT_System reopening tickets…

I am sorry, in the previous post, the history section should have been:

The Ticket History shows:

marc - Status changed from open to resolved
marc - Correspondence added
RT_System - Status changed from resolved to open

Marc Jauvin
http://register4less.com
450-441-5458
rt-devel mailing list
rt-devel@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-devel

Marc, you could also just remove the global scrip that opens tickets on
correspond. We had too many people responding to resolved tickets just
to say ‘Thanks’, which would cause the ticket to open again, and then
we’d have to close it again - so I removed that scrip.

-JeffOn Fri, 2003-07-25 at 08:23, Senoner Samuel wrote:

HM, yea.
OpenTicket on correspond is a global scrip.
In my opinion with this form the correspondence should be added first
and after that the ticket resolved.
A workaround is to do 2 Steps, reply to a ticket and after that resolve
it.

Samuel

-----Original Message-----
From: Marc Jauvin [mailto:marc@register4less.com]
Sent: Friday,25 July,2003 08:13
To: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] RT_System reopening tickets…

I am sorry, in the previous post, the history section should have been:

The Ticket History shows:

marc - Status changed from open to resolved
marc - Correspondence added
RT_System - Status changed from resolved to open


Marc Jauvin
http://register4less.com
450-441-5458


rt-devel mailing list
rt-devel@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-devel


rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

Marc, you could also just remove the global scrip that opens tickets on
correspond. We had too many people responding to resolved tickets just
to say ‘Thanks’, which would cause the ticket to open again, and then
we’d have to close it again - so I removed that scrip.

That’s all great, but how in hell do you know when people actually need more
help and the ticket stays resolved!?!

We handle a large amount of requests, and there is no way we’re gonna manually
monitor for when a resolved ticket needs to be addressed…

Marc Jauvin
http://register4less.com
450-441-5458

I am sorry, in the previous post, the history section should have been:

The Ticket History shows:

marc - Status changed from open to resolved
marc - Correspondence added
RT_System - Status changed from resolved to open

I added the following to RT/Action/AutoOpen.pm:

in Prepara(), I added the condition “not $self->TransactionObj->IsInbound” and
that seems to solve the problem.

Any comment on this?

Marc Jauvin
http://register4less.com
450-441-5458

I am sorry, in the previous post, the history section should have been:

The Ticket History shows:

marc - Status changed from open to resolved
marc - Correspondence added
RT_System - Status changed from resolved to open

I added the following to RT/Action/AutoOpen.pm:

in Prepara(), I added the condition “not $self->TransactionObj->IsInbound” and
that seems to solve the problem.

That may well work. Ticket #3194 has been opened for this bug. What
needs to happen is that the Status setting logic needs to be smarter
about whether to fire before or after the update is committed.

-jesse

Any comment on this?


Marc Jauvin
http://register4less.com
450-441-5458


rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

I use Stock Answer for the last two lines of my reply when it is resolved,
something like this

[snip]

There is no need to respond unless further assistance is necessary

Ticket is closed

[/snip]On Fri, 25 Jul 2003, Senoner Samuel wrote:

HM, yea.
OpenTicket on correspond is a global scrip.
In my opinion with this form the correspondence should be added first
and after that the ticket resolved.
A workaround is to do 2 Steps, reply to a ticket and after that resolve
it.

Samuel

-----Original Message-----
From: Marc Jauvin [mailto:marc@register4less.com]
Sent: Friday,25 July,2003 08:13
To: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] RT_System reopening tickets…

I am sorry, in the previous post, the history section should have been:

The Ticket History shows:

marc - Status changed from open to resolved
marc - Correspondence added
RT_System - Status changed from resolved to open


Marc Jauvin
http://register4less.com
450-441-5458


rt-devel mailing list
rt-devel@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-devel


rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

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