Re: [rt-users] Assigning owner on reply

[Viktor]

Hi, Matt.

Here is the patch to rt-3.6.3 codebase to assign the ticket to the user acting upon it.
The idea is to patch 'sub SetStatus' located at lib/RT/Ticket_Overlay.pm so that it automatically 'Takes' the given ticket on behalf of the 'CurrentUser' (or 'Steal's it if it has an owner by that moment). If you use another version of rt, please keep in mind you should Take/Steal the ticket just after ACL/dependencies check and before any changes.

There should be a solution built upon scips but I would advise you to avoid them in this particular situation. An owner should be set for every ticket acted upon, as early as possible, no matter the queue, no matter the status, no matter any other conditions. Shouldn't it? :) Hope this helps.

--- lib/RT/Ticket_Overlay.pm    Fri Dec  1 22:00:23 2006
+++ local/lib/RT/Ticket_Overlay.pm      Fri Mar 23 00:16:59 2007
@@ -3233,6 +3233,16 @@
         return (0, $self->loc('That ticket has unresolved dependencies'));
     }

+    if ( $RT::SystemUser->Id != $self->CurrentUser->Id ) {
+        my ( $trans_id, $message );
+        if ( $RT::Nobody->Id == $self->OwnerObj->Id ) {
+            ( $trans_id, $message ) = $self->Take();
+        } elsif ( !$self->IsOwner( $self->CurrentUser ) ) {
+            ( $trans_id, $message ) = $self->Steal();
+        }
+        return ( 0, $message ) unless ( $trans_id || !$message );
+    }
+
     my $now = RT::Date->new( $self->CurrentUser );
     $now->SetToNow();


-----Original Message-----
From: Matt Weller <matt.weller at evolving.com>
To: rt-users at lists.bestpractical.com
Date: Wed, 04 Jul 2007 08:07:14 +0100
Subject: [rt-users] Assigning owner on reply

> 
> Can anyone please help, 
> 
>   I am new to RT and I am trying to work out if I can set the owner of a
> ticket to be someone who responds to a ticket. Current when a ticket is
> created a mail is sent to a team of people and it would be useful if as
> soon as someone updated the ticket is was assigned to that user.    
> 
> Thanks
> Matt
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