Jack Doyle schrieb:

I would have thought that closing a ticket would answer it. :)

As one could think of not answering actually being an answer as such, the OTRS is a bit more straight forward. An answer is an answer, not an action. Just like a rose is a rose is a rose... *scnr*

Anyways, I'm a total newb. How would I apply that patch you linked to?

I need some more info on your OS and OTRS version to be precise, but I try to get you through in the following. Let's assume, you're running an OTRS 1.3.x on a Linux box. Let's assume you have an SSH connection to the box or you are doing this on the console. Every command below is to be entered on a command line. The box has to provide the 'patch' command. Fire this command (do _not_ include the '#', this is your prompt) # patch --version patch 2.5.9 Copyright (C) 1988 Larry Wall Copyright (C) 2003 Free Software Foundation, Inc. This program comes with NO WARRANTY, to the extent permitted by law. You may redistribute copies of this program under the terms of the GNU General Public License. For more information about these matters, see the file named COPYING. written by Larry Wall and Paul Eggert The output above is from a up-to-date Debian Sarge system, yours is likely to be different. We're not dependend on a version line or other blurb here, just wanted to make sure the patch command is there. If it is not, the output will look like: # patch --version bash: patch: command not found In this unlikely but seen case, you have to throw away the computer and buy a new one. Just kidding, install the 'patch' package. For Debian, execute: # apt-get install patch On Mandrake, fire a: # urpmi patch Suse does it by: # yast2 install patch RedHat comes with a package manager, too. Now that we made sure you can use the patch command, become root by 'su'ing to it: # su - Password: When asked for the Password, 'root's pass is meant, not yours. Change to OTRS' home dir: # cd ~otrs Make sure we meet a GenerivAgent.pl here: # ls -l GenericAgent.pl -rwxr-xr-x 1 root root 6144 Sep 6 17:57 GenericAgent.pl Again, the above ouput might be different from yours - important is that the file is there actually. Now we can go two ways: Copy the patch into the clipboard, or create a patch file. To do the first, mark the following lines and copy them (be sure to _not_ copy the snipsnap lines!): #snip --- Kernel/System/GenericAgent.pm +++ Kernel/System/GenericAgent.pm @@ -508,6 +508,17 @@ } } # -- + # set Answered flag + # -- + if ($Param{Config}->{New}->{Answered}) { + print "set 'Answered' state to '$Jobs{$Job}->{New}->{Answered}'\n"; + $Self->{TicketObject}->TicketSetAnswered( + TicketID => $Param{TicketID}, + UserID => $Param{UserID}, + Answered => $Param{Config}->{New}->{Answered}, + ); + } + # -- # run module # -- if ($Param{Config}->{New}->{Module}) { #snap Back at the command line, issue this: # patch The cusror is now psitioned in the following line, _not_ giving you a normal prompt. This denotes, that the 'patch' command is now waiting for input from you. Paste the contents of your clipboard to the console, and press CTRL+D afterwards. You're done. If the above does not work for you, you have to create a patch file which you can copy to the box in question. This will be necessary if you cannot copy the patch to a clipboard to paste it into the console, for example. Open your favourite text editor, copy/paste the above lines there and save it as 'GAAnswered.patch'. Copy the file to OTRS' home dir on the box in question (WinSCP is a solution on Windows, so is Putty), and issue this: # cd ~otrs # patch