Status upon various types of correspondence

So I was wondering how the status of a ticket changes based on additions to
the ticket. I’m currently running 2.0.5 (soon to be upgraded), so if any of
this has changed, let me know. Currently, it seems like, hitting "Take"
keeps a ticket in the “new” status. Commenting keeps it “new” as well, as
does replying. It seems like replying should “open” a ticket. Also, it
appears that the default behavior when a “stalled” ticket is replied to by
the requestor is keeping it “stalled.” It seems like that should “open” the
ticket too. Any comments/rebuttals?

O- ~ARK

I think in same way, and, in my oppinion, every time someone reply a anystatus ticket it should change to open.

De:“Ayan R. Kayal” ayan.kayal@yale.edu
Para:rt-users@lists.fsck.com
Assunto:[rt-users] status upon various types of correspondence…

So I was wondering how the status of a ticket
changes based on additions to
the ticket. I’m currently running 2.0.5 (soon to
be upgraded), so if any of
this has changed, let me know. Currently, it
seems like, hitting “Take"
keeps a ticket in the “new” status. Commenting
keeps it “new” as well, as
does replying. It seems like replying should
"open” a ticket. Also, it
appears that the default behavior when a
"stalled" ticket is replied to by
the requestor is keeping it “stalled.” It seems
like that should “open” the
ticket too. Any comments/rebuttals?

O- ~ARK


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Rodolfo Sikora - Dpto. Técnico - Analista
INOVA Tecnologias Ltda, Brasil
Email Zimbra e Office 365, Cloud AWS e Azure

Rodolfo Sikora - Dpto. Técnico - Analista
INOVA Tecnologias Ltda, Brasil
Email Zimbra e Office 365, Cloud AWS e Azure

The basic idea behind the “new” status is that if a ticket isn’t being deal
with by anyone yet, it should be marked as “new”.

This is what my intent was when designing it:
When anything other than mail from the requestor happens, the ticket
should pop open.

When a ticket is stalled and mail comes in from the requestor, it 
should pop open. no other action should change the status.

This logic should all be in scrips, not in the core, where it is now.

Somewhere around 2.0.5, bugs in a bunch of this got fixed, but I don’t
remember exactly what.

-jOn Wed, Oct 10, 2001 at 05:23:18PM -0400, Ayan R. Kayal wrote:

So I was wondering how the status of a ticket changes based on additions to
the ticket. I’m currently running 2.0.5 (soon to be upgraded), so if any of
this has changed, let me know. Currently, it seems like, hitting "Take"
keeps a ticket in the “new” status. Commenting keeps it “new” as well, as
does replying. It seems like replying should “open” a ticket. Also, it
appears that the default behavior when a “stalled” ticket is replied to by
the requestor is keeping it “stalled.” It seems like that should “open” the
ticket too. Any comments/rebuttals?

O- ~ARK


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