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/139f5da162ceb64bf33a31d7013e8b98d6866d18.patch

If you have RT 4.0.8 or earlier, you also need this patch.

https://github.com/bestpractical/rt/commit/22099a1b5a515870be82429cd7872d4c68485a9b.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 or via the web at rt.cpan.org.

LICENSE

Under the same terms as perl itself.