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.