https://github.com/bestpractical/rt-extension-repliestoresolved

https://github.com/bestpractical/rt-extension-repliestoresolved

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• Host: GitHub
• URL: https://github.com/bestpractical/rt-extension-repliestoresolved
• Owner: bestpractical
• Created: 2012-10-08T15:51:09.000Z (about 12 years ago)
• Default Branch: master
• Last Pushed: 2022-02-24T17:36:30.000Z (almost 3 years ago)
• Last Synced: 2023-04-13T18:31:29.636Z (over 1 year ago)
• Language: Perl
• Homepage: http://metacpan.org/release/RT-Extension-RepliesToResolved
• Size: 72.3 KB
• Stars: 2
• Watchers: 6
• Forks: 1
• Open Issues: 0
• Metadata Files:
  • Readme: README
  • Changelog: Changes

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README

        
NAME

    RT::Extension::RepliesToResolved - intercept replies to resolved tickets

RT VERSION

    Works with RT 4.4, 5.0

DESCRIPTION

    Intercepts replies via email to resolved tickets, and creates a new

    ticket rather than updating the resolved ticket. There are a few reasons

    to do this:

    "Thank you" messages re-open tickets and mess with statistics.

    People keep sending new questions into old tickets.

INSTALLATION

    perl Makefile.PL

    make

    make install

        May need root permissions

    make initdb

        Only run this the first time you install this module.

        If you run this twice, you may end up with duplicate data in your

        database.

        If you are upgrading this module, check for upgrading instructions

        in case changes need to be made to your database.

    Edit your /opt/rt5/etc/RT_SiteConfig.pm

        If you are using RT 4.2 or greater, add this line:

            Plugin('RT::Extension::RepliesToResolved');

        For RT 4.0, add this line:

            Set(@Plugins, qw(RT::Extension::RepliesToResolved));

        or add RT::Extension::RepliesToResolved to your existing @Plugins

        line.

    Clear your mason cache

            rm -rf /opt/rt5/var/mason_data/obj

    Restart your webserver

CONFIGURATION

    Configuration for this extension is defined in

        /opt/rt5/local/plugins/RT-Extension-RepliesToResolved/etc/RepliesToResolved_Config.pm

    You can read about the options in that file and then set your own

    options in your RT_SiteConfig.pm file.

    By default, after 7 days, this module will intercept mail to resolved

    tickets and force the creation of a new ticket. It then creates a

    RefersTo link between the two tickets. Each of these (time, statuses,

    link) is configurable.

AUTHOR

    Best Practical Solutions, LLC 

BUGS

    All bugs should be reported via email to

        L

    or via the web at

        L.

LICENSE AND COPYRIGHT

    This software is Copyright (c) 2014-2022 by Best Practical Solutions

    This is free software, licensed under:

      The GNU General Public License, Version 2, June 1991