[rt-users] simple custom action question

[Andy Moran]

No, I'm talking about manually changing the Status from New to Open.

It used to Open the ticket for us under RT 2, but when we updgraded to
3.x, it doesn't anymore.       I always thought that it must've been a
custom scrip under RT 2 we had opening the ticket for us.

So you are saying that when we 'Take' a ticket, the RT system should be
changing the status from New to Open?   Can anyone think of a reason why
this would not be happening under 3.4.4?


--Andy

Drew Barnes wrote:
> Andy Moran wrote:
> 
>>Hey guys,
>>
>>I want to create a simple scrip that changes the status of a ticket from
>>New to Open when someone Takes the ticket.
> 
> 
> IIRC, the take action also opens the ticket.  Are you talking about 
> manually changing owner?
> 
> 
>>    The Custom Condition
>>should be similar to the On Steal example from RT Essentials:
>>
>>my $trans = $self->TransactionObj;
>>return 0 unless $trans->Field eq 'Owner';
>>return 1 if $trans->OldValue == RT::Nobody()->id();
>>return 0;
>>
>>
>>So the Custom Action should just be a one-liner that changes the ticket
>>status.  I was hoping to find an example of what that line would look
>>like but couldn't find one.       Thanks for any help!
>>
>>--Andy
>>
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> 
>