Re: [rt-users] dont reopen
Le 25/10/2010 à 22:08:16+0200, Christian Loos a écrit Hi, i just added your version of this to the wiki page. We only allow re-opening the ticket if it is resolved less then 7 days. If the ticket is resolved more than 7 days, the requestor gets an mail (template), that it isn't allowed to re-open the ticket. Lots of thanks for all. I'm going to try this. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 28 oct 2010 14:53:39 CEST
Re: [rt-users] dont reopen
Hi, i just added your version of this to the wiki page. We only allow re-opening the ticket if it is resolved less then 7 days. If the ticket is resolved more than 7 days, the requestor gets an mail (template), that it isn't allowed to re-open the ticket. -Chris Am 23.10.2010 01:46, schrieb Ruslan Zakirov: Hello Albert, See http://wiki.bestpractical.com/view/AutoOpenProblem with reference to forking into a new ticket. On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS
Re: [rt-users] dont reopen
Thanks. I think this is exactly what I was looking for. On 10/22/2010 06:46 PM, Ruslan Zakirov wrote: Hello Albert, See http://wiki.bestpractical.com/view/AutoOpenProblem with reference to forking into a new ticket. On Fri, Oct 22, 2010 at 12:12 AM, Albert Shihalbert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 21 oct 2010 22:09:55 CEST -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197
Re: [rt-users] dont reopen
Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit --- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: Thanks. There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that Yes I find this : http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set). Exactly and that's the problem. What I want is when tue requestor answer the message of resolved ticket (something many month after), the RT do a automatic reply with something like : Please don't answer this message. Send a new request to «support_addresse». so make RT create a new ticket. I try to put the same condition as http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved in all «On correspond» scrip and create a new one with this condition return 1 if (($self-TransactionObj-Type ne 'Correspond') ($self-TicketObj-Status eq 'resolved')); return 0; to send message. But it's not working because RT send the message when I close the ticket (I don't known why). Thanks for you help Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 22 oct 2010 15:21:41 CEST
Re: [rt-users] dont reopen
Albert, We put a message in the Resolved template in BIG BOLD letters to instruct the user to NOT do a reply. That has worked most of the time. Kenn LBNL On Fri, Oct 22, 2010 at 6:26 AM, Albert Shih albert.s...@obspm.fr wrote: Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit --- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: Thanks. There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that Yes I find this : http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set). Exactly and that's the problem. What I want is when tue requestor answer the message of resolved ticket (something many month after), the RT do a automatic reply with something like : Please don't answer this message. Send a new request to «support_addresse». so make RT create a new ticket. I try to put the same condition as http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved in all «On correspond» scrip and create a new one with this condition return 1 if (($self-TransactionObj-Type ne 'Correspond') ($self-TicketObj-Status eq 'resolved')); return 0; to send message. But it's not working because RT send the message when I close the ticket (I don't known why). Thanks for you help Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 22 oct 2010 15:21:41 CEST
Re: [rt-users] dont reopen
Hello Albert, See http://wiki.bestpractical.com/view/AutoOpenProblem with reference to forking into a new ticket. On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 21 oct 2010 22:09:55 CEST -- Best regards, Ruslan.
[rt-users] dont reopen
Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 21 oct 2010 22:09:55 CEST
Re: [rt-users] dont reopen
--- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set).
