Ticket reopen

RT Users
1

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is resolved.
the ticket is updated with the reply email but the status remains
"resolved". where might the problem be and how can I troubleshoot it?

Thanks
Mustafa Badawi

2

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is
resolved. the ticket is updated with the reply email but the status
remains “resolved”. where might the problem be and how can I
troubleshoot it?

I guess that what you are seeing is default behavior, though I though I
had changed it to do what you see…

Anyway, you probably want to look here:

$RT/share/html/Ticket/Update.html
<&|/l&>Status: <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

Change the DefaultLabel parameter if your current status is Resolved.

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

3

You are right. this is the default behaviour but it is not working for me. I
need to make it work again. What you suggested did not work. Any other
suggestion?

thanks
Mustafa BadawiOn 4/29/07, Joe Casadonte joe.casadonte@oracle.com wrote:

On 4/27/2007 5:01 PM, Mustafa Badawi wrote:

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is
resolved. the ticket is updated with the reply email but the status
remains “resolved”. where might the problem be and how can I
troubleshoot it?

I guess that what you are seeing is default behavior, though I though I
had changed it to do what you see…

Anyway, you probably want to look here:

$RT/share/html/Ticket/Update.html
<&|/l&>Status: <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

Change the DefaultLabel parameter if your current status is Resolved.

–
Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

4

You are right. this is the default behaviour but it is not working for
me. I need to make it work again. What you suggested did not work. Any
other suggestion?

Can you post the code that you tried?

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

5

At Friday 4/27/2007 05:01 PM, Mustafa Badawi wrote:

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is
resolved. the ticket is updated with the reply email but the status
remains “resolved”. where might the problem be and how can I troubleshoot it?

Thanks
Mustafa Badawi

Mustafa,

I think the behavior you want is controlled by a global scrip:

On Correspond Open Tickets with template Blank

Can you check to see if you have that global scrip defined?

Steve

6

I have the same issue in that when users reply to a “resolved” issue it
will add it to the ticket but I also want it to re-open the ticket. I
realize that this is probably not the usual functionality but we will many
times resolve a ticket and the user has followup questions which we never
know about because it has now fallen off our radar. I also realize that
things like “Thank You”, etc. will drive us nuts. But that is ok in our
situation.

I know it is a Scrip that would do this but I just don’t know enough about
RT yet to create it from scratch.

Lance WilsonFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mustafa
Badawi
Sent: Friday, April 27, 2007 3:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] ticket reopen

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is resolved.
the ticket is updated with the reply email but the status remains
“resolved”. where might the problem be and how can I troubleshoot it?

Thanks
Mustafa Badawi

7

I have the same issue in that when users reply to a
“resolved” issue it will add it to the ticket but I also want
it to re-open the ticket. I realize that this is probably
not the usual functionality but we will many times resolve a
ticket and the user has followup questions which we never
know about because it has now fallen off our radar. I also
realize that things like “Thank You”, etc. will drive us
nuts. But that is ok in our situation.

I know it is a Scrip that would do this but I just don’t know
enough about RT yet to create it from scratch.

Lance Wilson

Default RT behavior is to re-open a ticket upon reply.

To avoid pointlessly re-opening tickets, you could politely ask (with an
explanation) your users to not reply to resolve notices with thank you
notes.

The OnResolveOnce scrip contributed by Russell Mosemann (see
Request Tracker Wiki) also works well
for us. It notifies the requestor only the first time a ticket is
resolved. Tickets are still re-opened on reply/comment, but it prevents
something like:

Tech resolves ticket, requestor notifed
Requestor sends thank you reply, and re-opens ticket
Tech resolves ticket, requestor notified
Requestor sends reply, wasn’t this already resolved…
Tech resolves ticket, requestor notified
…

Instead you may have:

Tech resolves ticket, requestor notifed
Requestor sends thank you reply, and re-opens ticket
Tech resolves ticket, requestor not notified

HTH,

Ronald Nissley

8

The default scrips are there for the queue I am using. The global scrips are
also there.

Joe, what code do you want me to post? I have traced all the logs but no
specific error is there (\var\log\messages). is there and way to see more
detailed debugging messages?On 4/30/07, Stephen Turner sturner@mit.edu wrote:

At Friday 4/27/2007 05:01 PM, Mustafa Badawi wrote:

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is
resolved. the ticket is updated with the reply email but the status
remains “resolved”. where might the problem be and how can I troubleshoot
it?

Thanks
Mustafa Badawi

Mustafa,

I think the behavior you want is controlled by a global scrip:

On Correspond Open Tickets with template Blank

Can you check to see if you have that global scrip defined?

Steve

9

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Hash: SHA1On Mon, 30 Apr 2007 at 11:54 (-0400), Ronald Nissley wrote:

To avoid pointlessly re-opening tickets, you could politely ask (with an
explanation) your users to not reply to resolve notices with thank you
notes.

I’ve set up an AutoResolve queue that helps deal with the above, as well
as other issues. Instead of resolving tickets, we put them in the
AutoResolve queue. An external (cron-driven) process that runs hourly
resolves all tickets in that queue that have not been updated in 24 hours.

Although this was set up for a different purpose (having to do with our
operational workflow), it also has the effect of automatically
re-resolving tickets that were reopened spuriously. Once resolved in the
AutoResolved queue, a ticket will never stay unresolved more than 24 hours
unless it is continually updated or else moved manually to another queue.

Mike
Mike Friedman Information Services & Technology
mikef@ack.Berkeley.EDU 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
Socrates and Berkeley Scholars Web Hosting Services Have Been Retired | Web Platform Services http://ist.berkeley.edu

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10

Joe, what code do you want me to post? I have traced all the logs but no
specific error is there (\var\log\messages). is there and way to see
more detailed debugging messages?

I sent you some code to look at, you said it didn’t work. I assumed you
made the changed I recommended? Original message:

I guess that what you are seeing is default behavior, though I thought I
had changed it to do what you see…

Anyway, you probably want to look here:

$RT/share/html/Ticket/Update.html
<&|/l&>Status: <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

Change the DefaultLabel parameter if your current status is Resolved.

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========