On Wed, Aug 18, 2010 at 05:38:53PM +0100, John Beranek wrote: > On 18/08/10 17:21, Kevin Falcone wrote: > > On Wed, Aug 18, 2010 at 05:10:42PM +0100, John Beranek wrote: > > >> This is some change in the behaviour of RT between 3.8.1 and 3.8.8 that > >> has caught us unawares. Reading into this a bit more, it looks like the > >> 'Open Tickets' action was written with a very specific purpose in mind, > >> to re-open tickets if the requester sends further email. We were not > >> using the action for this purpose. > > > > Check the logic again, it says "If the ticket is the new and this > > transaction was from the Requestor, don't change it to open" > > Well, I don't quite understand the logic, because I don't understand the > significance of "$self->TransactionObj->IsInbound".
I know your problem is solved at this point, but if you want to understand more, Transaction_Overlay.pm contains documentation for that method. -kevin
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