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<p class="MsoNormal"><span style="color:#1F497D">Horst,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Almost for sure you are running the scrip “On Correspond Open Tickets”. You could disable this scrip entirely. You could then (optionally) write your own condition which ignores tickets which have a certain
status. For example, we want the Open Tickets On Correspond action to take place only under this user defined condition:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"># Check for Transaction is Correspond and Ticket Status = "new"
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"># Otherwise a Correspond will leave status as is.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">my $trans = $self->TransactionObj;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">my $ticket = $self->TicketObj;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">return ($trans->Type eq "Correspond" && $ticket->Status eq "new");<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Jim<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><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>Kriegers Horst<br>
<b>Sent:</b> Thursday, December 19, 2013 9:46 AM<br>
<b>To:</b> 'ML - rt-users'<br>
<b>Subject:</b> [rt-users] Lifecycle : Reply Action changes the status<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<p class="MsoNormal"><span lang="FR-CH">Hello,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH"> <o:p></o:p></span></p>
<p class="MsoNormal">I’ve created a new Lifecyle with 2 new status “To test” and “Tested”<span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal">When a ticket's status is set to “To test” or “Tested” and I use the “Reply” action, the status will change automatically to “Open” instead of staying on "To test" or "Tested"<span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"> <span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal">Here my lifecycle definition :<span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"> <span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New"">Set(%Lifecycles,</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> igs => {</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> ## Cycle de vie pour file file IGS</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New"">
</span><span style="font-family:"Courier New"">initial => [ 'new' ],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> active => [ 'open', 'stalled', 'ToTest', 'IsTested' ],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> inactive => [ 'resolved', 'rejected', 'deleted' ],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> # Default order statuses for certain actions</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH" style="font-family:"Courier New"">defaults => {</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> on_create => 'new',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New""> # Transitions d'un statut vers un autre</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="FR-CH" style="font-family:"Courier New"">
</span><span style="font-family:"Courier New"">transitions => {</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> '' => [qw(new open resolved)],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> # from => [ to list ],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> new => [qw(open ToTest IsTested stalled resolved rejected deleted )],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> open => [qw(new ToTest IsTested stalled resolved rejected deleted )],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> stalled => [qw(open ToTest rejected resolved deleted )],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> resolved => [qw(open ToTest rejected deleted )],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> rejected => [qw(new open ToTest resolved deleted )],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> deleted => [qw(open ToTest stalled rejected resolved )],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> ToTest => [qw(open stalled rejected resolved IsTested)],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> IsTested => [qw(open stalled rejected resolved ToTest)],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> # Actions</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> actions => [</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'new -> ToTest' => { label => 'ToTest', update => 'Comment' },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'open -> ToTest' => { label => 'ToTest', update => 'comment' },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'ToTest -> IsTested' => { label => 'IsTested', update => 'Comment' },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'IsTested -> resolved' => { label => 'Resolve', update => 'Respond' },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'IsTested -> ToTest' => { label => 'ToTest', update => 'Comment' },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> ],</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> # Status mapping</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> __maps__ => {</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'default -> igs' => {</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'new' => 'new',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'open' => 'open',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'stalled' => 'stalled',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'resolved' => 'resolved',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'rejected' => 'rejected',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'deleted' => 'deleted',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'igs -> default' => {</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'new' => 'new',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'open' => 'open',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'stalled' => 'stalled',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'resolved' => 'resolved',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'rejected' => 'rejected',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'deleted' => 'deleted',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'ToTest' => 'open',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> 'IsTested' => 'open',</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> },</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Courier New"">);</span><span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"> <span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"> <span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"> <span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal">Thanks a lot,<span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal">Horst<span lang="FR-CH"><o:p></o:p></span></p>
<p class="MsoNormal"> <span lang="FR-CH"><o:p></o:p></span></p>
</div>
<p class="MsoNormal"><span lang="FR-CH" style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#00B050"><o:p> </o:p></span></p>
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<hr size="3" width="100%" noshade="" style="color:#00B050" align="center">
</span></div>
<p class="MsoNormal"><b><i><span lang="FR-CH" style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#00B050">Note Importante:</span></i></b><i><span lang="FR-CH" style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#00B050"> Le contenu
de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit. <o:p></o:p></span></i></p>
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<hr size="3" width="100%" noshade="" style="color:#00B050" align="center">
</span></i></div>
<p class="MsoNormal"><b><i><span lang="FR-CH" style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#00B050">Important Notice:</span></i></b><i><span lang="FR-CH" style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#00B050"> The content
of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this
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