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<p class="MsoNormal">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.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">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. </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I know that I am missing something basic, but I don’t know what. Can anyone help.</p>
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<p class="MsoNormal">Scrip 1 customer reply</p>
<p class="MsoNormal">$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' ');</p>
<p class="MsoNormal">$self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');</p>
<p class="MsoNormal">$self->TicketObj->SetStatus("open");</p>
<p class="MsoNormal">return 1;</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Scrip 2 Owner reply</p>
<p class="MsoNormal">$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => 'Awaiting Customer');</p>
<p class="MsoNormal">$self->TicketObj->SetStatus("stalled");</p>
<p class="MsoNormal">return 1;</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Thanks…</p></font><font size="2" face="Tahoma"></div></font></body></html>