[rt-users] RT_System opening tickets?

[Beachey, Kendric]

Is RT meant to keep track of when people are on vacation?  :-)

You could set up your e-mail client (or procmail, or whatever) with a
vacation rule that picks up any incoming mail from RT and forwards it to
someone else.

> -----Original Message-----
> From: Rafael Corvalan [mailto:Rafael.Corvalan at linkvest.com]
> Sent: Tuesday, January 22, 2002 9:19 AM
> To: Bruce Campbell
> Cc: RT Users
> Subject: RE: [rt-users] RT_System opening tickets?
> 
> 
> Hello all,
> 
> The ticket will be reopened, great.
> But take a look at this use case (common, at least here):
> 
> I resolve a case (I was the owner). 2 days later, I'm in holiday. The
> Requestor reopens the ticket sending a mail, saying the 
> problem is still
> there.
> The ticket is reopened (using you new Scrip or using the current
> feature), but since it's owned by someone that is in holliday... noone
> in the help desk staff will receive a notification (provided I have a
> Scrip that send an e-mail to the owner on correspondance).
> From my point of view it's not a simple issue...
> 
> Any ideas?
> Rafael
> 
> PS: In your code, the user that re-open the ticket is the 
> user that send
> the correspondance isn't it?. Am I wrong saying that this 
> user could not
> the right to do so? (that's why the current code to the 
> change using the
> RT_System user?)
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: vendredi, 11. janvier 2002 20:16
> To: Bruce Campbell
> Cc: RT Users
> Subject: Re: [rt-users] RT_System opening tickets?
> 
> 
> Without running that code, yeah, it looks like it would work.
> 
> On Fri, Jan 11, 2002 at 07:24:20PM +0100, Bruce Campbell wrote:
> > On Fri, 11 Jan 2002, Jesse Vincent wrote:
> > 
> > > RT automatically opens tickets when you start doing things like 
> > > adding new updates to them. (And yes, in the distant future, this 
> > > should all be done with Scrips, rather than hard-coded)
> > 
> > OnCorrespond ReOpenTicket with template Blank ?
> > 
> > Hrm, would the following work (as RT::Action::ReOpenTicket) ?
> > 
> > ( brief sideline in trying to stop from going mad on other matters )
> > 
> > -- 
> >                              Bruce Campbell
> RIPE
> >
> NCC
> >                                                                  
> > Operations
> > 
> > 	# Copyright guff - 2002  Bruce Campbell
> (bruce_campbell at ripe.net)
> > 	package RT::Action::ReOpenTicket;
> > 	require RT::Action::Generic;
> > 
> > 	@ISA = qw(RT::Action::Generic);
> > 
> > 	=head1 NAME
> > 
> > 	RT::Action::ReOpenTicket - An Action to re-open a ticket if two
> > 	conditions are met - correspondence has come in, and the ticket
> > 	is marked as resolved.
> > 
> > 	=head1 SYNOPSIS
> > 
> > 	require RT::Action::ReOpenTicket;
> > 	@ISA = qw(RT::Action::ReOpenTicket);
> > 
> > 	=head1 DESCRIPTION
> > 
> > 	This only affects tickets which are resolved.  Tickets with any
> > 	other status stay that way.
> > 
> > 	Does not send email when this happens.  In Scrip terms, this is:
> > 
> > 		OnCorrespond ReOpenTicket with template Blank
> > 
> > 	=begin testing
> > 
> > 	ok (require RT::TestHarness);
> > 	ok (require RT::Action::Generic);
> > 
> > 	=end testing
> > 
> > 	=head1 AUTHOR
> > 
> > 	Bruce Campbell <bruce_campbell at ripe.net>
> > 
> > 	=head1 SEE ALSO
> > 
> > 	perl(1), RT
> > 
> > 	=cut
> > 
> > 	# Prepare ourselves.  Check if this ticket is resolved.
> > 	sub Prepare {
> > 		my $self = shift;
> > 
> > 		my $retval = 0;
> > 		if( $self->TicketObj ){
> > 			if( $self->TicketObj->Status =~ /resolve/i ){
> > 				$retval = 1;
> > 			}
> > 		}else{
> > 			$RT::Logger->warning("No ticket object handed to
> $self\n");
> > 		}
> > 		return( $retval );
> > 	}
> > 
> > 	# Open the ticket.
> > 	sub Commit {
> > 
> > 		my $self = shift;
> > 		my $retval = 0;
> > 		if( $self->TicketObj ){
> > 			# Let this module be reused if we want to do
> something
> > 			# else with it.
> > 			my $action = $self->Argument || "open";
> > 
> > 			# SetStatus takes care of current user etc.
> > 			$retval = $self->TicketObj->SetStatus( $action
> );
> > 		}else{
> > 			$RT::Logger->warning("No ticket object handed to
> $self\n");
> > 		}
> > 		return( $retval );
> > 	}
> > 
> > 
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
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