[rt-users] (no subject)

[Ruslan Zakirov]

You need condition as well. Also adding space as value is not a good
option, use DeleteCustomFieldValue method.

On Tue, Jul 14, 2009 at 5:59 AM, Carlos A.
Alvarez<carlos.alvarez at commxinc.com> wrote:
>
>
> I will like to create a scrip where the status of a ticket is automatically
> changed from open to stalled when a Owner replies to a requestor. I am using
> rt-crontool to monitor the status of the tickets and auto resolve the ticket
> after 72 hours of inactivity.  I created a custom field to monitor the
> status of the crontool, but my problem is that when the customer replies, I
> can’t rely on my techs to change the status of the ticket manually.
>
>
>
> I tried creating User Defined Scrip which works fine, exept it executes each
> time, indiscriminately. Let me try to explain, I have one script that
> changes the status from open to stalled, when a technician replies, and
> another that changed the status back to open when the customer/requestor
> replies.  I can see that both scrips are executing at the same time
> regardless of who initiated the correspondence.
>
>
>
> I know that I am missing something basic, but I don’t know what.  Can anyone
> help.
>
>
>
> Scrip 1 customer reply
>
> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => '
> ');
>
> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
>
> $self->TicketObj->SetStatus("open");
>
> return 1;
>
>
>
> Scrip 2 Owner reply
>
> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
> 'Awaiting Customer');
>
> $self->TicketObj->SetStatus("stalled");
>
> return 1;
>
>
>
> Thanks…
>
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-- 
Best regards, Ruslan.