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

[AJ]

I you require some kind of management approval prior to re-opening an issue:

Ax the global OnCorrespond and create two scrips:

One:
if ($self->TransactionObj->Type=~/Correspond/) {
    if (!$self->TicketObj->Status=~/Closed/) {
	return 1;
     }
}
And the usual correspondence

And the other:
if ($self->TransactionObj->Type=~/Correspond/) {
    if ($self->TicketObj->Status=~/Closed/) {
	return 1;
     }
}
Notify Requestors, CCs, and Admin CCs with a template that says this issue
is closed, if this is a new issue please open a new ticket.

Then even if the original CSR is no longer with the company, at least
management will be notified of a request to re-open.

The other way you could do it would require making the ex-employee
unprivileged and then just leave the correspond the way it is and add
another one (this is off the cuff and the actual instantiation of the
objects is a bit iffy but you'll get the idea):
if ($self->TransactionObj->Type=~/Correspond/) {
      if (!$self->TicketObj->Owner->HasRight('Object' => $self->TicketObj,
'Right' => 'ModifyTicket')) {
	return 1;
}

The Action to notify cc or admincc or both with a template that says that
the owner of the ticket does not have any privs. 

The second way would actually handle ex-employees whether the ticket is
closed or not.

 


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Damian Gerow
Sent: Thursday, January 08, 2004 2:32 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Re: Dealing with ex-employees

Thus spake AJ (rt at musefoundry.com) [08/01/04 14:24]:
> 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/);

Sometimes, there are valid reasons for re-opening a Resolved ticket, so this
won't work.
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