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<p><font face="Bitstream Vera Sans">Hi,</font></p>
<p><font face="Bitstream Vera Sans">I tested this scrip last week
and it work's for me ;)<br>
</font></p>
<p><font face="Bitstream Vera Sans">Cheers</font><br>
<font face="Bitstream Vera Sans"></font></p>
<p><font face="Bitstream Vera Sans">Félix.<br>
</font></p>
<div class="moz-cite-prefix">Le 26/09/2016 à 18:31, Felix Defrance a
écrit :<br>
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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>
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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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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>
</td>
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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 moz-do-not-send="true"
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 moz-do-not-send="true"
class="moz-txt-link-rfc2396E"
href="mailto:felix@d2france.fr"><felix@d2france.fr></a>;
<a moz-do-not-send="true"
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>
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<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>
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<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>
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<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>
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<br>
<pre class="moz-signature" cols="72">--
Félix Defrance
PGP: 0x0F04DC57</pre>
</blockquote>
<br>
<pre class="moz-signature" cols="72">--
Félix Defrance
PGP: 0x0F04DC57</pre>
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