Hi everyone,
can someone explain to me why the ticket still gets opened?
my @QueueList = qw(DE_Testqueue); my $Days = 1; # 1 sec my $TransactionObj = $self->TransactionObj; my $TicketObj = $self->TicketObj; my $QueueObj = $TicketObj->QueueObj; my $QueueName = $QueueObj->Name; return 0 unless $TransactionObj->Type eq 'Correspond'; if ( ( grep /$QueueName/, @QueueList ) && $TransactionObj->IsInbound && $TicketObj->Status eq 'resolved' && time() - $TicketObj->ResolvedObj->Unix > $Days ) { return 1; # send mail template } else { $TicketObj->SetStatus( 'open' ); return 0; # don't send mail template }
the part that is not working is:
$TicketObj->Status eq ‘resolved’ &&
if I replace it with:
$QueueObj->IsInactiveStatus( $TicketObj->Status )
code from (AutoOpenProblem - Request Tracker Wiki) it works,
but I can’t use this because ‘stalled’ is also an inactive state and we only want to sent out mail if the status equals ‘resolved’
Many thanks in advance and Best Regards.