[rt-users] Automatically Open Tickets??

[Mark D. Nagel]

And this solution only works for e-mail replies.  If you expect a reply 
in the web interface to automatically give the ticket to the person who 
replied, it will (for a moment), then the ticket content (including the 
original Nobody) will overwrite the changed value.  I don't think there 
is a solution to this.  The reason this behavior is different in RT3 
than in RT2 is that in RT2 I don't believe that the reply page included 
the ticket assignee field, so there was no automatic overwrite on a 
reply.  This just means you have to remember to fill in all the fields 
in the reply correctly, or you will have the ticket ownership bouncing 
back and forth in the ticket history until someone claims it manually.  
It would be very nice if scrips could run both before and after ticket 
save.  Then you could have a post-scrip that adjusts fields without 
having to worry about getting your changes stomped on.  Maybe this is 
possible and I have just not been properly enlightened yet.

Mark

Peter Burkholder wrote:

>>On Thu, May 15, 2003 at 10:05:43AM -0700, Stevo wrote:
>>I have
>>
>>OnTicketPickup OpenTicket with template Blank
>>
>>You might want to try that with OnCreate.
>>
>>A related question: Does anyone know of a scrip that assigns the ticket to the
>>first person who replies to it?
>>    
>>
>
>
>I provided such a scrip to this list last month.  See
>
>http://lists.fsck.com/pipermail/rt-users/2003-April/013566.html
>
>Cheers,
>
>Peter
>  
>

-- 
Mark D. Nagel, CCIE #3177 <mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC
tel/fax: 949-623-9853, web: http://www.willingminds.com/

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