NAME
RT::Extension::RepliesToResolved - intercept replies to resolved tickets
DESCRIPTION
Intercepts replies via email to resolved tickets and creates a new
ticket rather than updates 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.
PATCHES
If you have RT 4.0.6 or earlier, you need this patch:
<https://github.com/bestpractical/rt/commit/139f5da162ceb64bf33a31d7013e
8b98d6866d18.patch>
If you have RT 4.0.8 or earlier, you also need this patch.
<https://github.com/bestpractical/rt/commit/22099a1b5a515870be82429cd787
2d4c68485a9b.patch>
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/rt4/etc/RT_SiteConfig.pm
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/rt4/var/mason_data/obj
Restart your webserver
CONFIGURATION
Configuration for this extension is defined in
/opt/rt4/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.
AUTHORS
Ruslan Zakirov E<lt>ruz@bestpractical.comE<gt>
Tim Cutts E<lt>tjrc@sanger.ac.ukE<gt>
BUGS
All bugs should be reported via email to
bug-RT-Extension-RepliesToResolved@rt.cpan.org
<mailto:bug-RT-Extension-RepliesToResolved@rt.cpan.org> or via the web
at rt.cpan.org
<http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepliesTo
Resolved>.
LICENSE
Under the same terms as perl itself.