[rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

Alex Vandiver alex at chmrr.net
Sat Sep 12 16:37:51 EDT 2015


On Fri, 11 Sep 2015 14:55:47 -0500 "ktm at rice.edu" <ktm at rice.edu> wrote:
> Just to follow-up. I made a global scrip to set the 'Started' date
> field when it is un-set and the transaction is a status change from
> 'new' to either 'open' or 'resolved'. I thought that this was handled
> by RT internally when the status changed from 'new' but I could not
> find any place in the code that handled it.

This was in core code in RT 4.0, but was moved to a global scrip in RT
4.2:

https://bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html (search for
Started)

If this was an RT instance that was upgraded from 4.0, the lack of this
behavior my imply that not all upgrade steps were run.
 - Alex



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