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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'>That’s in Kenn, thanks for the help.<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'>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?<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</span><span lang=EN-CA style='font-size:11.0pt;font-family:"Segoe UI","sans-serif";color:#333333'><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 2:55 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>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='margin-left:.5in'>On Tue, Jan 25, 2011 at 11:37 AM, 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='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:.5in'><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:.5in'><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:.5in'><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:.5in'><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:.5in'><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:.5in'><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:.5in'><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:1.0in'> <o:p></o:p></p></div></div></div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div></body></html>