RT 5.0.7 Documentation
RT::Action::AutoOpen
DESCRIPTION
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 initial statuses for the current scheme and creator of the current transaction is one of the ticket's requestors.
Status is not changed if message's head has field RT-Control with no-autoopen substring.
Status is set to the first possible active status. If the ticket's status is Stalled then RT finds all possible transitions from Stalled status and selects first one that results in the ticket having an active status.