<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<style>
<!--
@font-face
{font-family:Calibri}
@font-face
{font-family:Tahoma}
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif"}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline}
a:visited, span.MsoHyperlinkFollowed
{color:purple;
text-decoration:underline}
p
{margin-right:0cm;
margin-left:0cm;
font-size:12.0pt;
font-family:"Times New Roman","serif"}
p.MsoAcetate, li.MsoAcetate, div.MsoAcetate
{margin:0cm;
margin-bottom:.0001pt;
font-size:8.0pt;
font-family:"Tahoma","sans-serif"}
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph
{margin-top:0cm;
margin-right:0cm;
margin-bottom:0cm;
margin-left:36.0pt;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif"}
p.msochpdefault, li.msochpdefault, div.msochpdefault
{margin-right:0cm;
margin-left:0cm;
font-size:12.0pt;
font-family:"Calibri","sans-serif"}
span.emailstyle17
{font-family:"Calibri","sans-serif";
color:windowtext}
span.EmailStyle21
{font-family:"Calibri","sans-serif";
color:#1F497D}
span.TextedebullesCar
{font-family:"Tahoma","sans-serif"}
span.EmailStyle24
{font-family:"Calibri","sans-serif";
color:#1F497D}
.MsoChpDefault
{font-size:10.0pt}
@page WordSection1
{margin:72.0pt 72.0pt 72.0pt 72.0pt}
div.WordSection1
{}
-->
</style>
</head>
<body lang="FR-CH" link="blue" vlink="purple">
<div class="WordSection1">
<p class="MsoNormal"><span style="color:#1F497D">Jim,</span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Thank you for your answer.</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">I’ve disabled this scrip and all is OK.</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Horst</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<div style="border:none; border-left:solid blue 1.5pt; padding:0cm 0cm 0cm 4.0pt">
<div>
<div style="border:none; border-top:solid #B5C4DF 1.0pt; padding:3.0pt 0cm 0cm 0cm">
<p class="MsoNormal"><b><span lang="FR" style="font-size:10.0pt; font-family:"Tahoma","sans-serif"">De :</span></b><span lang="FR" style="font-size:10.0pt; font-family:"Tahoma","sans-serif""> Jim Berry [mailto:jim.h.berry@frb.gov]
<br>
<b>Envoyé :</b> jeudi 19 décembre 2013 17:10<br>
<b>À :</b> Kriegers Horst; 'ML - rt-users'<br>
<b>Objet :</b> RE: Lifecycle : Reply Action changes the status</span></p>
</div>
</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Horst,</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" 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:</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"># Check for Transaction is Correspond and Ticket Status = "new"
</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"># Otherwise a Correspond will leave status as is.</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">my $trans = $self->TransactionObj;</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">my $ticket = $self->TicketObj;</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">return ($trans->Type eq "Correspond" && $ticket->Status eq "new");</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Jim</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<div>
<div style="border:none; border-top:solid #B5C4DF 1.0pt; padding:3.0pt 0cm 0cm 0cm">
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt; font-family:"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt; font-family:"Tahoma","sans-serif"">
<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a> [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>]
<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</span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<div>
<p class="MsoNormal">Hello,</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span lang="EN-US">I’ve created a new Lifecyle with 2 new status “To test” and “Tested”</span></p>
<p class="MsoNormal"><span lang="EN-US">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></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Here my lifecycle definition :</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-family:"Courier New"">Set(%Lifecycles,</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> igs => {</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> ## Cycle de vie pour file file IGS</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="EN-US" style="font-family:"Courier New"">initial => [ 'new' ],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> active => [ 'open', 'stalled', 'ToTest', 'IsTested' ],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> inactive => [ 'resolved', 'rejected', 'deleted' ],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> # Default order statuses for certain actions</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New"">
</span><span style="font-family:"Courier New"">defaults => {</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> on_create => 'new',</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> },</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> # Transitions d'un statut vers un autre</span></p>
<p class="MsoNormal"><span style="font-family:"Courier New""> </span><span lang="EN-US" style="font-family:"Courier New"">transitions => {</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> '' => [qw(new open resolved)],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> # from => [ to list ],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> new => [qw(open ToTest IsTested stalled resolved rejected deleted )],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> open => [qw(new ToTest IsTested stalled resolved rejected deleted )],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> stalled => [qw(open ToTest rejected resolved deleted )],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> resolved => [qw(open ToTest rejected deleted )],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> rejected => [qw(new open ToTest resolved deleted )],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> deleted => [qw(open ToTest stalled rejected resolved )],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> ToTest => [qw(open stalled rejected resolved IsTested)],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> IsTested => [qw(open stalled rejected resolved ToTest)],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> # Actions</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> actions => [</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'new -> ToTest' => { label => 'ToTest', update => 'Comment' },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'open -> ToTest' => { label => 'ToTest', update => 'comment' },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'ToTest -> IsTested' => { label => 'IsTested', update => 'Comment' },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'IsTested -> resolved' => { label => 'Resolve', update => 'Respond' },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'IsTested -> ToTest' => { label => 'ToTest', update => 'Comment' },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> ],</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> # Status mapping</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> __maps__ => {</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'default -> igs' => {</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'new' => 'new',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'open' => 'open',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'stalled' => 'stalled',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'resolved' => 'resolved',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'rejected' => 'rejected',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'deleted' => 'deleted',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'igs -> default' => {</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'new' => 'new',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'open' => 'open',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'stalled' => 'stalled',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'resolved' => 'resolved',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'rejected' => 'rejected',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'deleted' => 'deleted',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'ToTest' => 'open',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> 'IsTested' => 'open',</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> },</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New""> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Courier New"">);</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Thanks a lot,</span></p>
<p class="MsoNormal"><span lang="EN-US">Horst</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
</div>
<p class="MsoNormal"><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050"> </span></p>
<div class="MsoNormal" align="center" style="text-align:center"><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050">
<hr size="3" width="100%" noshade="" align="center" style="color:#00B050">
</span></div>
<p class="MsoNormal"><b><i><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050">Note Importante:</span></i></b><i><span 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. </span></i></p>
<div class="MsoNormal" align="center" style="text-align:center"><i><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050">
<hr size="3" width="100%" noshade="" align="center" style="color:#00B050">
</span></i></div>
<p class="MsoNormal"><b><i><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050">Important Notice:</span></i></b><i><span 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 e-mail in any way.</span></i><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050">
</span></p>
<div class="MsoNormal" align="center" style="text-align:center"><span style="font-size:10.0pt; font-family:"Tahoma","sans-serif"; color:#00B050">
<hr size="3" width="100%" noshade="" align="center" style="color:#00B050">
</span></div>
</div>
</div>
<font face="Tahoma" size="2" color="#00B050"><br>
<hr color="#00B050">
<i><b>Note Importante:</b> 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.
<p></p>
<hr color="#00B050">
<b>Important Notice:</b> 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 e-mail in any way.</i>
<p></p>
<hr color="#00B050">
</font>
</body>
</html>