X-Git-Url: http://git.freeside.biz/gitweb/?a=blobdiff_plain;f=rt%2Flib%2FRT%2FAction%2FAutoOpen.pm;h=1204cd7b265caeb8e6a1a70adbb1d39f3cfd55ce;hb=44dd00a3ff974a17999e86e64488e996edc71e3c;hp=b99b214744b0ff93d78eda131cc0a7b4f19d4b80;hpb=b5c4237a34aef94976bc343c8d9e138664fc3984;p=freeside.git

diff --git a/rt/lib/RT/Action/AutoOpen.pm b/rt/lib/RT/Action/AutoOpen.pm
index b99b21474..1204cd7b2 100644
--- a/rt/lib/RT/Action/AutoOpen.pm
+++ b/rt/lib/RT/Action/AutoOpen.pm
@@ -2,7 +2,7 @@
 #
 # COPYRIGHT:
 #
-# This software is Copyright (c) 1996-2011 Best Practical Solutions, LLC
+# This software is Copyright (c) 1996-2019 Best Practical Solutions, LLC
 #                                          <sales@bestpractical.com>
 #
 # (Except where explicitly superseded by other copyright notices)
@@ -46,54 +46,68 @@
 #
 # END BPS TAGGED BLOCK }}}
 
-# This Action will open the BASE if a dependent is resolved.
 package RT::Action::AutoOpen;
 
 use strict;
 use warnings;
-
 use base qw(RT::Action);
 
 =head1 DESCRIPTION
 
-Opens a ticket unless it's allready open, but only unless transaction
-L<RT::Transaction/IsInbound is inbound>.
+This action automatically moves a ticket to an active status.
+
+Status is not changed if there is no active statuses in the lifecycle.
+
+Status is not changed if the current status is first active for ticket's status
+lifecycle. For example if ticket's status is 'processing' and active statuses are
+'processing', 'on hold' and 'waiting' then status is not changed, but for ticket
+with status 'on hold' other rules are checked.
+
+Status is not changed if it's in the list of C<initial> statuses for the
+current scheme and creator of the current transaction
+is one of the ticket's requestors.
 
-Doesn't open a ticket if message's head has field C<RT-Control> with
-C<no-autoopen> substring.
+Status is not changed if message's head has field C<RT-Control> with C<no-autoopen>
+substring.
+
+Status is set to the first possible active status. If the ticket's
+status is C<Stalled> then RT finds all possible transitions from C<Stalled>
+status and selects first one that results in the ticket having an
+active status.
 
 =cut
 
 sub Prepare {
     my $self = shift;
 
-    # if the ticket is already open or the ticket is new and the message is more mail from the
-    # requestor, don't reopen it.
+    my $ticket = $self->TicketObj;
+    my $next = $ticket->FirstActiveStatus;
+    return 1 unless defined $next;
 
-    my $status = $self->TicketObj->Status;
-    return undef if $status eq 'open';
-    return undef if $status eq 'new' && $self->TransactionObj->IsInbound;
+    # no change if the ticket is in initial status and the message is a mail
+    # from a requestor
+    return 1 if $ticket->LifecycleObj->IsInitial($ticket->Status)
+        && $self->TransactionObj->IsInbound;
 
     if ( my $msg = $self->TransactionObj->Message->First ) {
-        return undef if ($msg->GetHeader('RT-Control') || '') =~ /\bno-autoopen\b/i;
+        return 1 if ($msg->GetHeader('RT-Control') || '') =~ /\bno-autoopen\b/i;
     }
 
+    $self->{'set_status_to'} = $next;
+
     return 1;
 }
 
 sub Commit {
     my $self = shift;
 
-    my $oldstatus = $self->TicketObj->Status;
-    $self->TicketObj->__Set( Field => 'Status', Value => 'open' );
-    $self->TicketObj->_NewTransaction(
-        Type     => 'Status',
-        Field    => 'Status',
-        OldValue => $oldstatus,
-        NewValue => 'open',
-        Data     => 'Ticket auto-opened on incoming correspondence'
-    );
+    return 1 unless my $new_status = $self->{'set_status_to'};
 
+    my ($val, $msg) = $self->TicketObj->SetStatus( $new_status );
+    unless ( $val ) {
+        $RT::Logger->error( "Couldn't auto-open ticket: ". $msg );
+        return 0;
+    }
     return 1;
 }