I am running RT 3.6.3.
I would like to maintain the status of the ticket when an email is
received into the ticket.
I have modified the ./lib/RT/Action/AutoOpen.pm
my $status = $self->TicketObj->Status;
return undef if $status eq 'open';
return undef if $status eq 'new' &&
$self->TransactionObj->IsInbound;
# the following lines were added
return undef if $status eq 'stalled' &&
$self->TransactionObj->IsInbound;
return undef if $status eq 'resolved' &&
$self->TransactionObj->IsInbound;
return undef if $status eq 'rejected' &&
$self->TransactionObj->IsInbound;
return undef if $status eq 'deleted' &&
$self->TransactionObj->IsInbound;
the webservice was re-started.
On a test RT system this works, and does not change the ticket status.
Applying the same on the production, fails. It does change the ticket
status from any one of:
stalled, resolved and rejected status
back to open status.
What else should I be looking at to make this work.
Kamber
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