[rt-users] Comments change status from 'new' to 'open'

[John Giles]

Roy
Thank you, that works for replying to emails.

Additionally, when I create a ticket via the web gui and then
click on Comment,,, the status changes to Open... How can I
change that to automatically change to 'acknowledg' ??

John Giles
john at trdlnk.com


On Wed, 9 Mar 2005 23:03:16 -0000, Raed El - Hames <r at elhames.co.uk> wrote:

> John;
>
> Create new script with On Comment as condition and user defined action :
>
> if ($self->TicketObj->Status() eq 'new' ) {
>     $self->TicketObj->SetStatus('acknowledg');
>     return 1;
> }
> return undef;
>
> Regards;
>
> Roy
> ----- Original Message -----
> From: "John Giles" <john at trdlnk.com>
> To: <rt-users at lists.bestpractical.com>
> Sent: Wednesday, March 09, 2005 7:11 PM
> Subject: [rt-users] Comments change status from 'new' to 'open'
>
>
>
>
> RT 3.2.2
> Mandrake 10.1
> Mysql 4
>
> When I make a comment on a ticket, it automatically changes the
> status from 'new' to 'open'.  I love this functionality but I
> want comments to change the status from 'new' to my new status
> called 'acknowledg'.
>
> I did install the OpenTicket scrip action from RT v2.0 long ago.
> I have included all of my scrips below as I'm not sure where
> the OpenTicket scrip is defined:
>
> On Correspond Notify AdminCcs with template Admin Correspondence
> On Comment Notify AdminCcs as Comment with template Admin Comment
> On Status Change Notify Owner as Comment with template Status Change
> On Create Autoreply To Requestors with template Autoreply
> On Create Notify AdminCcs with template Transaction
> On Resolve Notify Owner with template Resolved
> On Comment Notify Other Recipients as Comment with template Correspondence
> On Correspond Notify Other Recipients with template Correspondence
> On Correspond Notify Requestors and Ccs as Comment with template
> Correspondence
> On Owner Change Notify Owner as Comment with template Owner Change - Self
> On Owner Change Notify Requestors and Ccs with template Owner Change -
> Global
> On Status Change Notify Requestors and Ccs with template Status Change
>
> Has anyone else done this...
>
> TIA
> John Giles
> john at trdlnk.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>