Reactivate closed tickets if a new email pertaining to them is found

[Garrett McGrath]

It would be nice to have a paired flag for the 'ticket_update' flag that reopens closed tickets when new emails related to those tickets are received. Or alternatively checks to see if the ticket is closed, opening a new ticket instead of appending to the old ticket.

This would be a huge help for our issue tracking system (we don't use trac so much for project management but more for a portal w/ issue tracking).

[bas]

THis a good suggestion. I will implement it in a new version and let you know when it is checked in

[Garrett McGrath]

Thanks a ton!
-Garrett

email2trac wrote:
> #70: Reactivate closed tickets if a new email pertaining to them is
found
> ----------------------------+---------------------------------------
--------
> Reporter:  Garrett McGrath  |        Owner:  bas
>     Type:  enhancement      |       Status:  assigned
> Priority:  major            |    Component:  email2trac
>  Version:  0.30             |   Resolution:
> Keywords:                   |
> ----------------------------+---------------------------------------
--------
> Changes (by bas):
>
>   * status:  new => assigned
>
> Comment:
>
>  THis a good suggestion. I will  implement it in a new version and
let you
>  know when it is checked in
>
>

[anonymous]

This would be useful, I also would like this feature

[bas]

This feature is implemented in the trunk version

[trac@…]

New email does not reopen closed tickets. My config follows... is there something else I need to set?

project: /var/www/trac/fake
debug: 0
umask: 022
spam_level: 5
reply_all : 1
mailto_link: 0
umask: 022
email_header: 0
enable_syslog : 1
alternate_notify_template :
drop_spam : 0
verbatim_format: 0
strip_signature: 1
email_quote: >
strip_quotes: 1
ignore_trac_user_settings: 0
ticket_update: 1
trac_version : 0.11

[anonymous]

Which version do you use? iy only implemented in the trunk version

[anonymous]

It is the trunk version. Is there a configuration setting I'm missing?

[bas]

You have set ticket_update. The only explanation is that it is not considered as a update for a ticket. Is the email appended to the same ticket? or did you change the ticket fields. In the ticket_update function it will check the following condition:

	                # reopen the ticket if is was closed
621	                #
622	                if tkt['status'] in ['closed']:
623	                        tkt['status'] = 'reopened'
624	                        tkt['resolution'] = ''

[bas]

No feedback

[hju@…]

Replying to bas:

This feature is implemented in the trunk version

It's a very good idea for an enhancemanent. I'm looking foreward for the next release!

Browsing the code I found the enhancement "fix coded". Did I oversee something?

I would suggest to implement a new Flag i.e. "reopen_ticket" in the email2trac.conf so one can switch this feature on or of.

[bas]

This is the changeset:

• ​https://subtrac.sara.nl/oss/email2trac/changeset/215

I did not consider to make it an option. For me it was to obvious to reopen the ticket.

[hju@…]

I did not consider to make it an option. For me it was to obvious to reopen the ticket.

I think this depends on the implemented workflow or intended use. I can emagine a situation where customers likes to reply to an information about the closing of a ticket with a Thank you and I dont want the Ticket to reopen, producing a loop. If there is a testing state in the workflow, perhaps I dont't want the customer to be allowed to reopen any tickets instead of creating a new one.

Just a thought.

Perhaps you may also consider to use the implemented workflow options with the configured operations and not to force a state by code? (Perhaps a further enhancement...)

Its a great work anyway!

[bas]

Thanks, I not very familiar with the Ticket Workflow configuration. I have to study the docs. We at SARA do not use it. It is a good suggestion/comment. Can you give my in pseudo language a setup for email2trac.conf that "uses" a workflow setup.

[hju@…]

Well, I'll try to give you some possibilitys

The default workflow looks something like this:

reopen = closed -> reopened
reopen.operations = del_resolution
reopen.permissions = TICKET_MODIFY

But it could also be configured as:

myreopen = closed -> *
myreopen.operations = triage,del_resolution, set_owner_to_previous
myreopen.permissions = TICKET_MODIFY
myreopen.triage_field = type
myrepoen.triage_split = defect->assigned,task->new,enhancement->reopen

using ​http://trac-hacks.org/wiki/AdvancedTicketWorkflowPlugin. (with a well constructed example for showing complexity)

Therefore, if you want to perform Actions to a ticket, you should reflect to the [Ticket-Workflow].

Perhaps something like this (email2trac.conf):

...
[Projektname]
ReopenTicket: 1           #Activate ticket reopening
WorkflowAction: myreopen  #Specifying the action to be used.

Don't know exactly how to raise a workflow action, but I think this should be no problem.

[bas]

I just implemented a new feature to honour the Workflow mechanism. Can you test it? It must be fine tuned, but for now you must include this is email2trac.conf:

workflow: reopen

Or another Workflow action, eg:

workflow: <action name>

You must download the trunk version

[Garrett McGrath]

I'd love to test it but we don't' use the work flow system here
unfortunately.

email2trac wrote:

[bas]

It is aopplied to the trunk and will be released in the new version

[anonymous]

1234567890

[thomas.moschny@…]

So, do I understand correctly that I need a custom workflow in case I want tickets to be updated by email2trac, but nor reopened?

Or would something like workflow=none work?