Status change when reply on resolved ticket

RT Users
1

Hi, I just ran in to a vired thing. when I reply on a ticker which is been marked as resolved the status changes back to “open” any help to stop this behavior.

Thanks and regards

2

Hi, I just ran in to a vired thing. when I reply on a ticker which is been
marked as resolved the status changes back to “open” any help to stop this
behavior.

It’s auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

Thanks and regards

Best regards, Ruslan.

3

Thanks RuslanFrom: Ruslan Zakirov ruz@bestpractical.com
To: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
Cc: “rt-users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Sent: Monday, 27 August 2012, 21:27
Subject: Re: [rt-users] status change when reply on resolved ticket

Hi, I just ran in to a vired thing. when I reply on a ticker which is been
marked as resolved the status changes back to “open” any help to stop this
behavior.

It’s auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

Thanks and regards

Best regards, Ruslan.

4

Hi Ruslan but what if a customer replies to an resolved ticket just to confirm that the work was competed to his/her satisfaction, how can I handle such a
scenario. I dont want this reopened but add the customer reply as it is

Thanks and RegardsFrom: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: Ruslan Zakirov ruz@bestpractical.com
Cc: “rt-users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Sent: Monday, 27 August 2012, 22:33
Subject: Re: [rt-users] status change when reply on resolved ticket

Thanks Ruslan

From: Ruslan Zakirov ruz@bestpractical.com
To: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
Cc: “rt-users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Sent: Monday, 27 August 2012, 21:27
Subject: Re: [rt-users] status change when reply on resolved ticket

Hi, I just ran in to a vired thing. when I reply on a ticker which is been
marked as resolved the status changes back to “open” any help to stop this
behavior.

It’s auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

Thanks and regards

Best regards, Ruslan.

5

Asanka,

but what if a customer replies to an resolved ticket just to confirm that
the work was competed to his/her satisfaction, how can I handle such a
scenario. I dont want this reopened but add the customer reply as it is

You can’t have it both ways. Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed. Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
“Thank-you” emails.

We do that latter and find it not that big a deal for our ticket volumes.
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying “thank you”. Maybe someone has already put something like
this on the wiki. If not, good luck getting something that works reliably…!

The other suggestion that has been made on the list from time to time is
to have an “On resolve” scrip with a template that includes text along
the lines of “There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket”.
But you’ll still get some users doing it anyway…

Duncan

6

Thanks you Dancan and best regardsFrom: Duncan McEwan duncan@ecs.vuw.ac.nz
To: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
Cc: rt-users@lists.bestpractical.com
Sent: Tuesday, 28 August 2012, 3:34
Subject: Re: [rt-users] status change when reply on resolved ticket

Asanka,

but what if a customer replies to an resolved ticket just to confirm that
the work was competed to his/her satisfaction, how can I handle such a
scenario. I dont want this reopened but add the customer reply as it is

You can’t have it both ways. Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed. Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
“Thank-you” emails.

We do that latter and find it not that big a deal for our ticket volumes.
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying “thank you”. Maybe someone has already put something like
this on the wiki. If not, good luck getting something that works reliably…!

The other suggestion that has been made on the list from time to time is
to have an “On resolve” scrip with a template that includes text along
the lines of “There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket”.
But you’ll still get some users doing it anyway…

Duncan

7

You can’t have it both ways. Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed. Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
“Thank-you” emails.

We do that latter and find it not that big a deal for our ticket volumes.
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying “thank you”. Maybe someone has already put something like
this on the wiki. If not, good luck getting something that works reliably…!

The other suggestion that has been made on the list from time to time is
to have an “On resolve” scrip with a template that includes text along
the lines of “There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket”.
But you’ll still get some users doing it anyway…

That’s what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs.

It’s not such a problem for the “thank you” emails, more for the breed of user who each time they have a problem think “who helped me last time?”, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I’m considering writing a scrip which checks how long ago the ticket was resolved, and if it’s longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven’t pieced all of it together yet.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

8

You can’t have it both ways. Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed. Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
“Thank-you” emails.

We do that latter and find it not that big a deal for our ticket volumes.
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying “thank you”. Maybe someone has already put something like
this on the wiki. If not, good luck getting something that works reliably…!

The other suggestion that has been made on the list from time to time is
to have an “On resolve” scrip with a template that includes text along
the lines of “There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket”.
But you’ll still get some users doing it anyway…

That’s what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs.

It’s not such a problem for the “thank you” emails, more for the breed of user who each time they have a problem think “who helped me last time?”, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I’m considering writing a scrip which checks how long ago the ticket was resolved, and if it’s longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven’t pieced all of it together yet.

Somebody did post such solution to the wiki and list years ago [1].

[1] http://requesttracker.wikia.com/wiki/ForkIntoNewTicket

I can not say if it will just work with RT 4.0 or not. It’s quite
dirty solution as it rebuilds message from data in RT.

The other way around that is better way to go is to change how RT
finds ID of ticket when processes incoming emails. We have a change in
4.0.7 that allows you to implement it without patching RT.

There is a very simple ExtractTicketId function in
lib/RT/Interface/Email.pm. It recieves MIME::Entity object that
represents incomming email, fetches subject from email object and
calls ParseTicketId that finds a subject tag and returns id.
ExtractTicketId can be wrapped to change how RT finds id, where RT
finds it and any logic can be attached on top of it.

Instead of further describing how to do it and where to look I just
wrote and uploaded RT-Extension-RepliesToResolved-0.01.tar.gz that
does only one basic thing “creates a new ticket when email comes to
resolved ticket”. It passes basic manual testing, but there are plenty
to do to make it more configurable and suitable for daily use.

It will be really soon on CPAN.

Next things to do:

  • delete subject tag from the email

  • put a header into mail with original id, for example X-RT-Was-Reply-To

  • a scrip that uses X-RT-Was-Reply-To header to setup a link between
    tickets or write a comment to one or both tickets describing what
    happened

  • config option to disable functionality if ticket was resolved less
    that X days ago.

…

I’m not going to implement any of that in near future, but ok to merge
clean patches and release new versions.

Enjoy.

Tim

–
The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

Best regards, Ruslan.

9

Hi Can I do below

Define a script which will change custom field
state on reply to a ticket as below

  1.   Custom filed “reply stat”

a. Waiting on Customer (requester)
b. Work in progress (internal communication)

If the customer (requester) replies the status should
changed to “Work in progress” if the any other reply start should change to “Waiting
on Customer”. If this is possible how to do this?

Thanks and regardsFrom: Tim Cutts tjrc@sanger.ac.uk
To: Duncan McEwan duncan@ecs.vuw.ac.nz
Cc: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk; rt-users@lists.bestpractical.com
Sent: Tuesday, 28 August 2012, 12:34
Subject: Re: [rt-users] status change when reply on resolved ticket

You can’t have it both ways. Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed. Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
“Thank-you” emails.

We do that latter and find it not that big a deal for our ticket volumes.
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying “thank you”. Maybe someone has already put something like
this on the wiki. If not, good luck getting something that works reliably…!

The other suggestion that has been made on the list from time to time is
to have an “On resolve” scrip with a template that includes text along
the lines of “There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket”.
But you’ll still get some users doing it anyway…

That’s what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs.

It’s not such a problem for the “thank you” emails, more for the breed of user who each time they have a problem think “who helped me last time?”, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I’m considering writing a scrip which checks how long ago the ticket was resolved, and if it’s longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven’t pieced all of it together yet.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

10

Hi Have any one written a script to change status (custom field) on requester reply

Thanks and RegardsFrom: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: Tim Cutts tjrc@sanger.ac.uk; “rt-users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Sent: Wednesday, 29 August 2012, 16:02
Subject: Re: [rt-users] status change when reply on resolved ticket

Hi Can I do below

Define a script which will change custom field
state on reply to a ticket as below

  1.   Custom filed “reply stat”

a. Waiting on Customer (requester)
b. Work in progress (internal communication)

If the customer (requester) replies the status should
changed to “Work in progress” if the any other reply start should change to “Waiting
on Customer”. If this is possible how to do this?

Thanks and regards

From: Tim Cutts tjrc@sanger.ac.uk
To: Duncan McEwan duncan@ecs.vuw.ac.nz
Cc: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk; rt-users@lists.bestpractical.com
Sent: Tuesday, 28 August 2012, 12:34
Subject: Re: [rt-users] status change when reply on resolved ticket

You can’t have it both ways. Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed. Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
“Thank-you” emails.

We do that latter and find it not that big a deal for our ticket volumes.
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying “thank you”. Maybe someone has already put something like
this on the wiki. If not, good luck getting something that works reliably…!

The other suggestion that has been made on the list from time to time
is
to have an “On resolve” scrip with a template that includes text along
the lines of “There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket”.
But you’ll still get some users doing it anyway…

That’s what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs.

It’s not such a problem for the “thank you” emails, more for the breed of user who each time they have a problem think “who helped me last time?”, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I’m considering writing a scrip which checks how long ago the ticket was resolved, and if it’s longer than a certain threshold, leaves
it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven’t pieced all of it together yet.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

11

Asanka,

➢ Hi Have any one written a script to change status (custom field) on requester reply

Off the top of my head you can try the following (I have not tested this, I leave it to you):

  1. Custom condition:

return 0 unless $self->TransactionObj->Type eq “Correspond”;
return 0 unless $self->TicketObj->IsRequestor($self->TransactionObj->Creator);
return 1;

  1. Custom action:

my ($success, $msg) = $self->TicketObj->AddCustomFieldValue(Field => ‘reply stat’, Value => ‘Work in progress’);
if (!$success) {
$RT::Logger->error($msg);
return 0;
}
return 1;

Maciek