Hi Joel,
There is indeed a scrip that auto-changes the status of inactive tickets back
to active when a customer replies. However, stalled is not considered an
inactive status in the default life cycle. Feel free to correct me if I'm
wrong, but due to this the built-in scrip will not change the status to open
when a ticket gets updated while in stalled status.
Below is a portion of the default lifecycle, anything in inactive will cause
the ticket's status to be updated.
default => {
initial => [qw(new)], # loc_qw
active => [qw(open stalled)], # loc_qw
inactive => [qw(resolved rejected deleted)], # loc_qw
Regards,
Zoey Schutt
Braincoral Technology, LLC
________________________________
From: rt-users <[email protected]> on behalf of Joel
Bergmark <[email protected]>
Sent: Thursday, May 12, 2016 2:30:01 PM
To: [email protected]
Subject: [rt-users] Stalled tickets - Open on comment/reply?
Perhaps this is not a bug, but stalled tickets that gets updated via email from
external parties, didn't this previously change the status of the ticket to
Open?
In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip
either (due to lack of perl skills).
Is this a bug or supposed to work in this way?
Regards
---------
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* Washington DC - May 23 & 24, 2016
