NAME
RT::Extension::RepliesToResolved - intercept replies to resolved tickets
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/rt4/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/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.
AUTHOR
Best Practical Solutions, LLC <
[email protected]>
BUGS
All bugs should be reported via email to
L<
[email protected]|mailto:
[email protected]>
or via the web at
L<rt.cpan.org|
http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepliesToResolved>.
LICENSE AND COPYRIGHT
This software is Copyright (c) 2014 by Best Practical Solutions
This is free software, licensed under:
The GNU General Public License, Version 2, June 1991
