Conditional Reopen Reject

Contributed by Cris

Introduction

Conditional Reopen Reject lets you decide that, after a set amount of time since resolution, users won't be able to reopen a ticket.

It works with a scrip and a template, as explained below.

Setting up the scrip

We have had this customization installed for so long that I do not remember the default configuration of RT. I believe a script called "On Correspond Open Tickets" already exists in a default installation.

You have to change it (or create it if it doesn't exist) the following way.

Keep in mind that this is configured so that tickets become non-reopenable after a week since resolution. If you want a different timeframe, just change the $Days variable.

Description: On Correspond Open Tickets

Condition: User defined

Action: Autoreply to requestors

Template: Conditional Reopen Reject

Applies to: Global

Custom condition:

 my $Days = 60*60*24*7; # 7 days
 
 
 my $TransactionObj = $self->TransactionObj;
 
 my $TicketObj = $self->TicketObj;
 
 my $QueueObj = $TicketObj->QueueObj;
 
 my $QueueName = $QueueObj->Name;
 
 
 return 0 unless $TransactionObj->Type eq 'Correspond';
 
 
 # begin debug section #############
 
 my $dr = $TicketObj->ResolvedObj->Unix;
 
 my $tt = time() - $TicketObj->ResolvedObj->Unix;
 
 
 $RT::Logger->info( ">  -- Scrip 1 --\n" );
 
 $RT::Logger->info( ">  DataRisoluzione: $dr \n" );
 
 $RT::Logger->info( ">  TempoTrascorso: $tt \n" );
 
 
 # InBound should be true only if the email comes from the original requestor
 
 if ( $TransactionObj->IsInbound ) {$RT::Logger->info(">  Inbound\n");}
 
 if ( $QueueObj->IsInactiveStatus( $TicketObj->Status ) ) {$RT::Logger->info(">  Inactive\n");}
 
 # end debug section #############
 
 
 if ( $TransactionObj->IsInbound &&
 
      $QueueObj->IsInactiveStatus( $TicketObj->Status ) &&
 
      time() - $TicketObj->ResolvedObj->Unix > $Days ) {
 
   return 1; # send mail template
 
 } else {
 
   $TicketObj->SetStatus( 'open' );
 
   return 0; # don't send mail template
 
 }

Custom action preparation code: empty

Custom action commit code: empty

Setting up the template

This is how the template should be configured:

Name: Conditional Reopen Reject

Description: Reject reopen if ticket has been closed for more than X days

Type: Perl

Content:

 Subject: WARNING - TICKET REJECTED: {$Ticket->Subject}
 
 
 Ticket #{$Ticket->id()} has been closed for more than 7 days: it is not possible to reopen it.
 
 
 Please submit a new ticket instead.
 
 
 Thank you
 
 
 RT for {$Ticket->QueueObj->SubjectTag || $rtname}

OK, that's all.

I hope you enjoy it!