Some of my users have pointed out that once a ticket is resolved and they put up a comment it gets treated as a correspondence and then many things, including the re-opening of a ticket, occurs.
Even though the script condition is on correspondence and they put up a comment the system seems to convert the type to correspondence.
Is this by design or is there a setting we need to redo?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu
Some of my users have pointed out that once a ticket is resolved and they
put up a comment it gets treated as a correspondence and then many things,
including the re-opening of a ticket, occurs.
Even though the script condition is on correspondence and they put up a
comment the system seems to convert the type to correspondence.
Is this by design or is there a setting we need to redo?
Reply (Correspond) does re-open resolved tickets, but comment
shouldn’t. RT doesn’t convert comments to corresponds out of the box.
I think it’s some local customization either in code or scrips
(auto-open is a scrip).
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu
Best regards, Ruslan.
Rus
We do have some global scripts which notify owner on a comment to ensure they are aware if someone else with capabilities added a comment. There is also 1 to notify the Admin CC group if no one is the owner.
Does having a notification tied to a script for a comment alter anything.
Like I said it performs fine when the ticket is open however when a ticket is resolved and someone goes in to make a comment the history even shows it as a Correspondence.
I actually did it today to verify. Created a ticket, put on a reply and then a comment and both showed correctly. Closed the ticket and then put a comment on it and it opens the ticket and logs it as a correspondence.
We are pretty good about not altering delivered code and we are on 4.0.6
We have added several of the extensions but they are mostly around mandatory items like subject, etc.
Thanks for such a quick reply
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.eduOn Mar 21, 2013, at 5:26 PM, Ruslan Zakirov wrote:
On Thu, Mar 21, 2013 at 11:16 PM, Joe Kirby kirby@umbc.edu wrote:
Some of my users have pointed out that once a ticket is resolved and they
put up a comment it gets treated as a correspondence and then many things,
including the re-opening of a ticket, occurs.
Even though the script condition is on correspondence and they put up a
comment the system seems to convert the type to correspondence.
Is this by design or is there a setting we need to redo?
Reply (Correspond) does re-open resolved tickets, but comment
shouldn’t. RT doesn’t convert comments to corresponds out of the box.
I think it’s some local customization either in code or scrips
(auto-open is a scrip).
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu
–
Best regards, Ruslan.