Le 15/10/2014 09:07, Matthias Henze a écrit : > Hi, > > how can an AGENT reopen a closed (NOT resolved, closed) ticket? > >
there isn't a stock "closed" status in standard RT. If you have one, it's because you changed lifecycles (I expect you have a recent version). You can use those Lifecycles (see http://www.bestpractical.com/docs/rt/4.2/customizing/lifecycles.html) to setup this: an allowed transition: transitions => { ... closed => [ 'open', ], a dedicated right if needed: rights => { 'closed -> open' => 'ReOpenTicket', an action to let users do this in ticket action menu: actions => { ... 'closed -> open' => { label => 'Re-open', update => 'Comment' }, -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:[email protected] - http://www.easter-eggs.com -- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
