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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>It is extreme, yes. We’ll see how it works out…<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-CA style='font-size:11.0pt;font-family:"Segoe UI","sans-serif";color:#1F497D'>Kris Germann<br></span><span lang=EN-CA style='font-size:11.0pt;font-family:"Segoe UI","sans-serif";color:#333333'>Fibernetics Corporation<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal style='margin-left:.5in'><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth Crocker<br><b>Sent:</b> Tuesday, January 25, 2011 6:50 PM<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] Auto-own?<o:p></o:p></span></p></div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p><p class=MsoNormal style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:.5in'>Kris,<br><br>You could just use the scrip I gave you and change the condition to "OnTransaction". That way, if someone touches the ticket and it isn't owned, it will set the User as the new Owner of the ticket. That's pretty extreme though.<br><br>Kenn<br>LBNL<o:p></o:p></p><div><p class=MsoNormal style='margin-left:.5in'>On Tue, Jan 25, 2011 at 3:01 PM, Kris Germann <<a href="mailto:kris_germann@295.ca">kris_germann@295.ca</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.5in'><span style='font-size:11.0pt;color:#1F497D'>That’s in Kenn, thanks for the help.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.5in'><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.5in'><span style='font-size:11.0pt;color:#1F497D'>There is also something else that’s been in the back of my head for some time. When someone clicks on a ticket subject to open it, it is just a link I presume; however, could the same outcome of the scrip below apply to this as well? Essentially, any possible way for someone to open a ticket would force ownership?</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.5in'><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.5in'><span lang=EN-CA style='font-size:11.0pt;color:#1F497D'>Kris Germann</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.5in'><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p><div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;border-color:-moz-use-text-color -moz-use-text-color'><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><b><span style='font-size:10.0pt'>From:</span></b><span style='font-size:10.0pt'> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kenneth Crocker<br><b>Sent:</b> Tuesday, January 25, 2011 2:55 PM<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Auto-own?</span><o:p></o:p></p></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt;margin-left:1.0in'>Kris,<br><br>We use a scrip for that:<br><br>Description: Auto Owner<br>Condition: User Defined<br>Action: User Defined<br>Template: Blank<br>Stage: TransactionBatch<br><br><br>Custom Condition:<br># Check for Ticket Status changed to "open"<br><br>my $trans = $self->TransactionObj;<br><br>return ($trans->Type eq "Status" &&<br> $trans->NewValue eq "open");<br><br>Custom action Prep Code:<br># set owner if Nobody<br><br>my $ticket = $self->TicketObj;<br>my $trans = $self->TransactionObj;<br>my $owner_id = $trans->CreatorObj->PrincipalId;<br><br>if ($ticket->OwnerObj->Name() eq 'Nobody' )<br> {<br> $ticket->SetOwner($owner_id, 'Force');<br> }<br><br>return 1;<br><br>Custom action Cleanup Code:<br>return 1;<br><br>Works for us. Hope it helps.<br><br>Kenn<br>LBNL<o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'>On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann <<a href="mailto:kris_germann@295.ca" target="_blank">kris_germann@295.ca</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span style='color:#1F497D'>Just wondering if there is a way to give the ticket to a RT user account as soon as they open it, rather than leaving it up to them to ‘Take’ it?</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span style='color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span style='color:#1F497D'>Also, I’m running this report here: Created < '3 days ago' AND ( Status != 'rejected' OR Status != 'resolved' ) , which works for now, but is there a way to tell what this query does (how many tickets are < 3 days), but also tell me <i>how</i> old they actually are?</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span style='color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span style='color:#1F497D'>Thanks</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span style='color:#1F497D'> </span><o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span lang=EN-CA style='color:#1F497D'>Kris Germann</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'><span lang=EN-CA style='color:#333333'>Fibernetics Corporation</span><o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.5in'> <o:p></o:p></p></div></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in'> <o:p></o:p></p></div></div></div></div></div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div></body></html>