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

[John Giles]

Sorry, I found the Action/AutoOpen.pm...

John Giles
john at trdlnk.com



On Thu, 10 Mar 2005 11:00:43 -0600, John Giles <john at trdlnk.com> wrote:

>
> 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
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>>
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>>
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>>
>
>
> _______________________________________________
> 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
>