From MCS, I'm happy with it reopening the original ticket, but I know that tickets have political implications for LCF. Is this something we can implement on a per-queue basis?

On Mar 30, 2011, at 11:27 , Tisha Stacey wrote:

I could swear I've written about this before, but maybe I'm misremembering. Anyway, I think we in ALCF would like to implement something like this, and I thought I'd put it out there in case anyone else using RT would also like to.

We want resolved tickets not to be re-opened if a user responds to it (maybe after a "grace period"). Something like this:

http://requesttracker.wikia.com/wiki/AutoOpenProblem

(Stop re-opening if ticket is resolved more than 7 days and send an autoreply)

Looks like that just sends an auto-reply, though, and doesn't actually create a new ticket. I think we'd want a new ticket created:

http://requesttracker.wikia.com/wiki/ForkIntoNewTicket

I don't think we'd need something this complicated, though. That is, IMO we don't need to copy stuff from the resolved ticket into the new one; just create a fresh new ticket if the user replies to a resolved ticket (that's been resolved more than some amount of time).

Thoughts?

- Tisha _______________________________________________ This is the CELS Sysadmins mailing list. It is sent to memebers of: [email protected], [email protected], [email protected], [email protected]. Do not subscribe directly to this list. Thanks.

_______________________________________________ This is the CELS Sysadmins mailing list. It is sent to memebers of: [email protected], [email protected], [email protected], [email protected]. Do not subscribe directly to this list. Thanks.