From a0f5a0553fed65fb67f15db63934702c339f816a Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@osticket.com>
Date: Sat, 29 Nov 2014 06:45:19 +0000
Subject: [PATCH] Do NOT reopen closed ticket due to autoreply
Do not reopen closed ticket, if the system can reliably determine that the new message is an
auto-response/reply from the end user.
---
include/class.ticket.php | 5 ++++-
1 file changed, 4 insertions(+), 1 deletion(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 3215f10ff..fdaedb949 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1156,7 +1156,10 @@ class Ticket {
}
// Reopen if closed AND reopenable
- if ($this->isClosed() && $this->isReopenable())
+ // We're also checking autorespond flag because we don't want to
+ // reopen closed tickets on auto-reply from end user. This is not to
+ // confused with autorespond on new message setting
+ if ($autorespond && $this->isClosed() && $this->isReopenable())
$this->reopen();
/********** double check auto-response ************/
--
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