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' },
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