[rt-users] Auto assign of ticket to Open if taken by user

[JohannS]

Hi Gene.
Not a problem at all, I always welcome some extra information.

This might sounds stupid but where will I be able to add this script for RT
when a ticket is created?

Do you perhaps have the RT book and is it worth getting now that the newer
version of 3.8.1 is out?

Thanks
Cheers
Johann



Gene  LeDuc wrote:
> 
> Hi Johann,
> 
> Sorry to jump into your thread late, but another option is to use a scrip 
> that fires when a ticket is taken and have it change the ticket status to 
> Open.  If the following code syntax isn't quite right, it should be close 
> enough to figure out.
> 
> Scrip condition: User Defined
> if ($self->TransactionObj->Type eq "Take") {
>    return 1;
> } else {
>    return undef;
> }
> 
> Scrip action: User Defined
> { $self->TicketObj->SetStatus("Open"); }
> 
> Regards,
> Gene
> 
> At 02:14 PM 10/2/2008, JohannS wrote:
> 
>>Hi Emmanual.
>>Would i have to change this line on each section I find with the same code
>>or are there only a specific section where this code has to change?
>>
>>Thanks
>>Johann
>>
>>
>>Emmanuel Lacour wrote:
>> >
>> > On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote:
>> >> Hi.
>> >>
>> >> I have been trying to figure out to automatically change a ticket
>> status
>> >> to open as soon as the "take" button has been selected by a user.
>> >>
>> >> All users seems to forget to also click on the "Open" button after
>> they
>> >> click the "take" button which causes reporting problem.
>> >>
>> >
>> >
>> > Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
>> > modify it like this:
>> >
>> > before:
>> > path  => "Ticket/Display.html?Action=Take&id=" . $id,
>> >
>> > after:
>> > path => "Ticket/Display.html?Action=Take&Status=open&id=" . $id,
>> >
> 
> 
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University 
> 
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