[rt-users] Take and Open

[frederic.gobin at mindmatics.de]

We wanted the same thing : Changing the state from new to open when somebody takes a ticket ...

We use s scrip for this :
  The condition OwnerChange with the action OpenTicket. Note that the Scrip needs a template which is not used ...

One problem remains :
   Someone clicks on take, the owner changes and the ticket is displayed. But the state-change from new to open seems to be done AFTER displaying the ticket.

Frederic Gobin

On Tue, 7 May 2002 20:49:36 -0700, "Colleen" <colleen at darksideproductions.net> wrote:
>
> There was an email about this in January that I'm adding to:
>
>
> January Email:
> http://lists.fsck.com/pipermail/rt-users/2002-January/006237.html
>
>
>> On Tue, Jan 22, 2002 at 10:14:47PM +0000, Ian D wrote:
>> > I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
>> > Open very often, and I thought it would be nice to have a quick
> action
>> > for it. This is the code:
>> > 
>> > sub TakeAndOpen {
>> >     my $self = shift;
>> >     my $ret = $self->Take();
>> >     $ret .= $self->Open();
>> >     return($ret);
>> > }
>> > 
>> > Why isn't this working when I try to go to
>> Ticket.html?id=42&Action=TakeAndOpen ?
>> Why don't you just copy WebRT/html/Ticket/Elements/Tabs to
>> local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
>> generate the URL for the Take link.
>> Change this:
>>       $actions->{'Take'} =    
>>          { 
>>           path => "Ticket/Display.html?Action=Take&id=".$id,
>>           title => 'Take'
>>          };
>>
>> to:
>>
>>
>>        $actions->{'Take'} =    
>>          { 
>>           path =>
> "Ticket/Display.html?Action=Take&Status=open&id=".$id,
>>           title => 'Take'
>>          };
>>
>> Travis
>
>
> I just wanted to add that people who make this change should also make a
> change to their config.pm where "Take" is also present.
>
> In WebOptions there's:
>
>        { Header     => 'Take',
>          TicketLink => 1,
>          Constant   => 'Take',
>          ExtraLinks => '&Action=Take'
>          },
> change it to:
>        { Header     => 'Take',
>          TicketLink => 1,
>          Constant   => 'Take',
>          ExtraLinks => '&Action=Take&Status=open'
>          },
>
>
> --Colleen
>
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