maybe try the following contribition:
http://wiki.bestpractical.com/view/NonTransitioningStatus
worked fine for me an now I can choose which statusses get set back
to open on correspondance
Justin
------------------------------------------------------
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 4 Jun 2007, at 14:56, Dalal, Kamber Z (Kamber) wrote:
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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_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
