my $ticket = $args{Ticket} || $txn->Object;
if ( RT->Config->Get('ForwardFromUser') ) {
- return ( $txn || $ticket )->CurrentUser->UserObj->EmailAddress;
+ return ( $txn || $ticket )->CurrentUser->EmailAddress;
}
else {
return $ticket->QueueObj->CorrespondAddress
if @references > 10;
my $mail = $args{'Message'};
- $mail->head->set( 'In-Reply-To' => join ' ', @rtid? (@rtid) : (@id) ) if @id || @rtid;
- $mail->head->set( 'References' => join ' ', @references );
+ $mail->head->set( 'In-Reply-To' => Encode::encode_utf8(join ' ', @rtid? (@rtid) : (@id)) ) if @id || @rtid;
+ $mail->head->set( 'References' => Encode::encode_utf8(join ' ', @references) );
+}
+
+sub ExtractTicketId {
+ my $entity = shift;
+
+ my $subject = $entity->head->get('Subject') || '';
+ chomp $subject;
+ return ParseTicketId( $subject );
}
sub ParseTicketId {
}
# }}}
- $args{'ticket'} ||= ParseTicketId( $Subject );
+ $args{'ticket'} ||= ExtractTicketId( $Message );
$SystemTicket = RT::Ticket->new( RT->SystemUser );
$SystemTicket->Load( $args{'ticket'} ) if ( $args{'ticket'} ) ;
return ( 0, "Ticket not taken" );
}
} elsif ( $args{'Action'} =~ /^resolve$/i ) {
- my ( $status, $msg ) = $args{'Ticket'}->SetStatus('resolved');
- unless ($status) {
+ my $new_status = $args{'Ticket'}->FirstInactiveStatus;
+ if ($new_status) {
+ my ( $status, $msg ) = $args{'Ticket'}->SetStatus($new_status);
+ unless ($status) {
- #Warn the sender that we couldn't actually submit the comment.
- MailError(
- To => $args{'ErrorsTo'},
- Subject => "Ticket not resolved",
- Explanation => $msg,
- MIMEObj => $args{'Message'}
- );
- return ( 0, "Ticket not resolved" );
+ #Warn the sender that we couldn't actually submit the comment.
+ MailError(
+ To => $args{'ErrorsTo'},
+ Subject => "Ticket not resolved",
+ Explanation => $msg,
+ MIMEObj => $args{'Message'}
+ );
+ return ( 0, "Ticket not resolved" );
+ }
}
} else {
return ( 0, "Not supported unsafe action $args{'Action'}", $args{'Ticket'} );