[rt-users] Possible to lock tickets ?

[Jean-Christophe Boggio]

Hello,

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 ?


Thanks,

JC

Re: [rt-users] Possible to lock tickets ?

[Kevin Falcone]

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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Re: [rt-users] Possible to lock tickets ?

[Jean-Christophe Boggio]

You can turn off re-opening entirely by disabling the On Correspond
open Tickets Scrip that RT ships.


Looks nice and simple.


There is an extension to this in a time-based manner:



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.


So many options. Thanks a lot for your help.