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    <pre>Thx for the doc Vinzenz. 

And now, do you think my scrip below will do the job ? (I'm not familar with perl..)

## --- Condition: User defined
## --- Action: User defined
## --- Template: blank

## --- Custom Condition:

return 0 unless ( 
    $self->TransactionObj->Type eq "Correspond" 
    && $self->TicketObj->QueueObj->Name eq "customercare"
    && $self->TicketObj->Status eq "customer_feedback_required"
);
return 1;



## --- Custom action preparation code: 
return 1;


## --- Custom action cleanup code:
$self->TicketObj->SetStatus("open");

Félix.
</pre>
    <br>
    <br>
    <div class="moz-cite-prefix">Le 26/09/2016 à 16:15, Sinapius,
      Vinzenz a écrit :<br>
    </div>
    <blockquote
cite="mid:F9FD8229D8CED74BB7B2056C57C2BF0D5BD7F57E@HQ-EX2K10.tracetronic.local"
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        <p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">Hi,<o:p></o:p></span></p>
        <p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
        <p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"
            lang="EN-US">I solved this by creating a custom scrip. Take
            a look at
            <a moz-do-not-send="true"
              href="https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets">https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets</a>
            and
            <a moz-do-not-send="true"
              href="https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets">https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets</a>
            <o:p></o:p></span></p>
        <p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"
            lang="EN-US"><o:p> </o:p></span></p>
        <p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"
            lang="EN-US">Cheers,<o:p></o:p></span></p>
        <p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"
            lang="EN-US">Vinzenz<o:p></o:p></span></p>
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                  1.0pt;border-right:none;padding:3.75pt 0cm 3.75pt 0cm">
                  <p class="MsoNormal"><span
style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#505050">Vinzenz
                      Sinapius
                      <br>
                      Information Technology | Informationstechnik<br>
                      <br>
                    </span><b><span
style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#63666A">trace</span></b><b><span
style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#ED8B00">tronic</span></b><b><span
style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#505050">
                      </span></b><span
style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#505050">GmbH<br>
                      Stuttgarter Str. 3<br>
                      01189 DRESDEN<br>
                      GERMANY <br>
                      <br>
                      Phone: +49 351 205768-167<br>
                      Fax: +49 351 205768-999<br>
                      E-mail: <a moz-do-not-send="true"
                        href="mailto:vinzenz.sinapius@tracetronic.de"><span
                          style="color:#505050">vinzenz.sinapius@tracetronic.de</span></a>
                      <br>
                      <br>
                      Head Office | Hauptsitz: Stuttgarter Str. 3, 01189
                      DRESDEN, GERMANY <br>
                      Managing Directors | Geschäftsführer: Dr.-Ing.
                      Rocco Deutschmann, Dr.-Ing. Peter Strähle
                      <br>
                      Registration Court | Registergericht: Amtsgericht
                      Dresden, HRB 23 086 </span><span
                      style="font-size:8.0pt;color:#505050"><o:p></o:p></span></p>
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        <p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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            <p class="MsoNormal"><b><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext">Von:</span></b><span
style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext">
                rt-users
                [<a class="moz-txt-link-freetext" href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>]
                <b>Im Auftrag von </b>Piet Honkoop<br>
                <b>Gesendet:</b> Montag, 26. September 2016 15:32<br>
                <b>An:</b> Felix Defrance <a class="moz-txt-link-rfc2396E" href="mailto:felix@d2france.fr"><felix@d2france.fr></a>;
                <a class="moz-txt-link-abbreviated" href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
                <b>Betreff:</b> Re: [rt-users] Change status to open
                when user respond to a ticket.<o:p></o:p></span></p>
          </div>
        </div>
        <p class="MsoNormal"><o:p> </o:p></p>
        <p>Hi,<o:p></o:p></p>
        <p>I'm curious how to solve this one too :)<o:p></o:p></p>
        <p>even a bit more specific: if the requestor mails, reset
          status (so not 'anybody')<o:p></o:p></p>
        <p>Best regards,<br>
          <br>
          Piet<o:p></o:p></p>
        <p class="MsoNormal"><o:p> </o:p></p>
        <div>
          <p class="MsoNormal">On 26-9-2016 14:46, Felix Defrance wrote:<o:p></o:p></p>
        </div>
        <blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
          <p><span style="font-family:"Bitstream Vera
              Sans",serif">Hi, </span><o:p></o:p></p>
          <p><br>
            <span style="font-family:"Bitstream Vera
              Sans",serif">I need to change ticket status to open
              when anybody respond to a ticket by email or web UI and
              when the ticket is in a specific status.</span><o:p></o:p></p>
          <p><span style="font-family:"Bitstream Vera
              Sans",serif">This is a custom lifecycle, without
              stalled status, and which the stalled status is a custom
              named status.</span><o:p></o:p></p>
          <p><span style="font-family:"Bitstream Vera
              Sans",serif">So anybody known, how i could do the
              same "lifecycle" as stalled, but for another status ?</span><o:p></o:p></p>
          <p><span style="font-family:"Bitstream Vera
              Sans",serif">Thx, </span><o:p></o:p></p>
          <pre>-- <o:p></o:p></pre>
          <pre>Félix Defrance<o:p></o:p></pre>
          <pre>PGP: 0x0F04DC57<o:p></o:p></pre>
          <p class="MsoNormal"><br>
            -- <br>
            Dit bericht is gescanned op virussen en andere gevaarlijke <br>
            inhoud door <b>MailScanner</b> en lijkt schoon te zijn. <br>
            <br>
            <br>
            <o:p></o:p></p>
          <pre>---------<o:p></o:p></pre>
          <pre>RT 4.4 and RTIR training sessions, and a new workshop day! <a moz-do-not-send="true" href="https://bestpractical.com/training">https://bestpractical.com/training</a><o:p></o:p></pre>
          <pre>* Boston - October 24-26<o:p></o:p></pre>
          <pre>* Los Angeles - Q1 2017<o:p></o:p></pre>
        </blockquote>
        <p class="MsoNormal"><br>
          <br>
          -- <br>
          Dit bericht is gescanned op virussen en andere gevaarlijke <br>
          inhoud door <b>MailScanner</b> en lijkt schoon te zijn. <o:p></o:p></p>
      </div>
    </blockquote>
    <br>
    <pre class="moz-signature" cols="72">-- 
Félix Defrance
PGP: 0x0F04DC57</pre>
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