Closing a ticket

[cronosii]

Hi

I noticed that cerberus doesn't honor the x-cerberusstatus: C in mail headers... Is this going to be supported? Is this bug known?

Also, I guess cerberus doesn't support displaying HTML in tickets, I just wanted to confirm there is no way to enable this without changing the code...

Thanks

[jstanden]

Hey there!

I noticed that cerberus doesn't honor the x-cerberusstatus: C in mail headers... Is this going to be supported? Is this bug known?

That header is used during the import process. It won't trigger if you add it to a reply, because all the 'x-cerberus*' headers other than 'x-cerberusappendto' operate on new tickets to determine if they had an original source other than new mail (pipe/pop3).

Was that the confusion, or did your imported tickets not close properly?

Also, I guess cerberus doesn't support displaying HTML in tickets, I just wanted to confirm there is no way to enable this without changing the code...Yeah, we've never directly supported inline HTML e-mail. Plaintext is much easier to process in a high-volume environment. We take the HTML mimepart and add it as an attachment, so you should still be able to view this in your browser.

Thanks!

[cronosii]

Hi

I'm not sure I understand what you are saying here. Let me tell you what I'm trying to do.

I have an automated way to create tickets, that's working, tickets are created when certain conditions are true. When those conditions change and the ticket is no longer valid I am closing the ticket. The closing part is what is not working.

Is it possible to do this?

Thanks

[jstanden]

Is it possible to do this?

It's possible to do anything! ;)

In a nutshell, how are you procedurally creating the tickets? (e.g., perl script)

If you're connecting to the Cerb4 database it's just a matter of changing to the ticket.is_closed property to '1'.

If you're writing code inside Cerb4, you'd do:

DAO_Ticket::update($ticket_id, array(
DAO_Ticket::IS_CLOSED => 1
));


If you're just generating e-mail messages which Cerb receives, and you'd like to generate another e-mail message with a special token to close the ticket on receipt, you'd likely need the feature I'm wrapping up for watchers.

I'm wrapping up some code to allow you to append tokens like [close], [spam], [delete] to any reply sent from a worker address. You'd just need to be replying to a specific 'message-id' (through the 'in-reply-to' header) for security reasons, opposed to just providing a ticket ID in the subject.