[rt-users] Re: Dealing with ex-employees

[AJ]

Not sure if you got the answer you were looking for but perhaps this would
work..

It's a lot simpler than changing your processes

Script 1: Create a script that sends a reply if the ticket is already closed
Custom condition:
return 1 if ($self->TicketObj->Status=~/Closed/);

And a template that tells them that the ticket is closed and they must
submit a new one.


In the OnCorrespond scrip:
Change the condition to "User Defined" and use:
if ($self->TransactionObj->Type=~/Correspond/) {
    if (!$self->TicketObj->Status=~/Closed/) {
	return 1;
     }
}

The first one will only process the template if the ticket is closed.

The second one replaces the existing OnCorrespond condition with one that
will only process the ticket if it is not closed. If it is closed, the
OnCorrespond script simply won't be executed.


Hope this helps
A.J. Fasano
Network Solutions Inc

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roger B.A.
Klorese
Sent: Wednesday, January 07, 2004 5:58 PM
To: 'Damian Gerow'; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Re: Dealing with ex-employees

> Why would I want to shift all the tickets so the *team* is 
> the collective
> owner?  

For the closed tickets, in case they reopen?  Why would you want to have a
terminated employee associated with anything?

> Our workflow dictates that this is much more 
> complicated than just
> having individual owners, who take the ticket from 'Nobody' 
> (or have it
> assigned to them).

"Nobody" is just an uglier name for "the team."


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