On Tue, Jun 25, 2013 at 05:29:39PM +0200, Jean-Christophe Boggio wrote: > We wish to "lock" tickets so that they can not be reopen by email > once we have decided they are resolved and locked (manually). > > I think we can't prevent the reopening with a scrip but can we do > this via lifecycles ?
You can turn off re-opening entirely by disabling the On Correspond open Tickets Scrip that RT ships. There is an extension to this in a time-based manner: https://metacpan.org/module/RT::Extension::RepliesToResolved You could also use it to say that once a ticket moves manually to the 'really closed' status, never allow the ticket to be reopened using that extension. https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/etc/RepliesToResolved_Config.pm Technically you could define a lifecycle status that has no transition to an active status, but that means you'll never be able to re-open the ticket even manually. -kevin
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