KFCrocker at lbl
Oct 10, 2008, 12:40 PM
Post #5 of 5
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Re: On Comment resolved ticket set back to new status
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Dave,
You also might want to check the default for the status field when in
the "Comment" screen. I found that whenever I go to the screen to enter
a comment, the ticket status is ALSO displayed and the value is set to
"open". That could also be the problem. I believe that in order to
change that, you will have to create a local version of that code and
change it.
Kenn
LBNL
On 10/10/2008 6:46 AM, Dave Wells wrote:
> Its ok found the problem.
>
> I was using the ReplyToResolved contribution on the RT wiki and it seems
> to fire on a comment as well as a correspond.
>
> I shall investigate.
>
> Thx
> Dave
>
> -----Original Message-----
> From: rt-users-bounces[at]lists.bestpractical.com
> [mailto:rt-users-bounces[at]lists.bestpractical.com] On Behalf Of Dave
> Wells
> Sent: 10 October 2008 14:21
> To: Violetta Wawryk; RT users
> Subject: Re: [rt-users] On Comment resolved ticket set back to new
> status
>
> Hi Violetta,
>
> We have removed all global scripts on our queues a while ago.
>
> Thanks
> Dave
>
> -----Original Message-----
> From: Violetta Wawryk [mailto:v.wawryk[at]science-computing.de]
> Sent: 10 October 2008 12:15
> To: Dave Wells
> Cc: RT users
> Subject: Re: [rt-users] On Comment resolved ticket set back to new
> status
>
> Hi Dave,
>
> in my test-rt (3.6.1, which still has all the defaults configured) is a
> global scrip that says:
>
> "On Correspond Open Tickets with template Blank"
>
> are you sure you haven't got it?
>
> Regards
> Violetta
>
>
>> On all of our queues when a ticket is in a resolved state and a user
>> makes a comment on the ticket the status of the ticket is set back to
>> new.
>>
>> We have no defined scrips for the Queues or in Global configuration
>> that are set to do this. Is this a default action in RT if so is it
>> possible to change this?
>>
>> Thanks
>> Dave
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