RT2: OnCorrespondence AutoResolve?

Hi,

Part of our rt-2 user community (yes yes, we’re trying to migrate to rt3
soon) would like to have their queue setup in such a way that any
correspondence/replies they generate to a ticket will reset the ticket
status to ‘resolved’.

They do not have any OnResolve conditions, and they don’t use the command
line or web interface much; their use is limited to email and will only use
the interface to specifically query for tickets on an as-needed basis for
historical archive purposes only.

I tried modifying the OpenTicket contribution to perform essentially the
same action, but I fear that there’s a precedence problem I can’t get
around. There are three scrip actions for the queue:

OnCreate NotifyAllWatchers with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond ResolveTicket with template Blank

The order of these doesn’t seem to matter on behaviour.

What happens however is:

Fri Sep 12 15:04:37 2003 Ticket created
Fri Sep 12 15:05:57 2003 RT_System - Status changed from resolved to open
Fri Sep 12 15:05:57 2003 RT_System - Status changed from new to resolved
Fri Sep 12 15:05:57 2003 scott - Correspondence added

The first entry was the Create, which did the right thing. The third entry
was the resolve-on-correspondence, but then the correspondence went out,
which changed the status from resolved to open again. The log entries all
have the same timestamp, as can be seen.

Is there a solution for this short of modifying RT not to have the “open
ticket on correspondence” behaviour for one queue only (which probably will
be a bit of a headache to implement).

Thanks for any thoughts,

Scott

rt-2 can support email commands. So you could apply that patch to your mail
gate and then your email only support people can type
’rt-status: resolved’ at the top of their email an it will automatically
set the status to resolved when the email is received and correspondence is
sent.

The patch I used as an example is at 

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ look at
enhanced-mailgate and enhanced-mailgate.README by Jesse

HTH
John

At 06:16 AM 9/12/2003, Scott A. McIntyre wrote:

Hi,

Part of our rt-2 user community (yes yes, we’re trying to migrate to rt3
soon) would like to have their queue setup in such a way that any
correspondence/replies they generate to a ticket will reset the ticket
status to ‘resolved’.

They do not have any OnResolve conditions, and they don’t use the command
line or web interface much; their use is limited to email and will only
use the interface to specifically query for tickets on an as-needed basis
for historical archive purposes only.

I tried modifying the OpenTicket contribution to perform essentially the
same action, but I fear that there’s a precedence problem I can’t get
around. There are three scrip actions for the queue:

OnCreate NotifyAllWatchers with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond ResolveTicket with template Blank

The order of these doesn’t seem to matter on behaviour.

What happens however is:

Fri Sep 12 15:04:37 2003 Ticket created
Fri Sep 12 15:05:57 2003 RT_System - Status changed from resolved to open
Fri Sep 12 15:05:57 2003 RT_System - Status changed from new to resolved
Fri Sep 12 15:05:57 2003 scott - Correspondence added

The first entry was the Create, which did the right thing. The third
entry was the resolve-on-correspondence, but then the correspondence went
out, which changed the status from resolved to open again. The log
entries all have the same timestamp, as can be seen.

Is there a solution for this short of modifying RT not to have the “open
ticket on correspondence” behaviour for one queue only (which probably
will be a bit of a headache to implement).

Thanks for any thoughts,

Scott


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