[rt-users] Auto assign of ticket to Open if taken by user

Gene LeDuc gleduc at mail.sdsu.edu
Thu Oct 2 17:55:16 EDT 2008


Hi Johann,

Sorry to jump into your thread late, but another option is to use a scrip 
that fires when a ticket is taken and have it change the ticket status to 
Open.  If the following code syntax isn't quite right, it should be close 
enough to figure out.

Scrip condition: User Defined
if ($self->TransactionObj->Type eq "Take") {
   return 1;
} else {
   return undef;
}

Scrip action: User Defined
{ $self->TicketObj->SetStatus("Open"); }

Regards,
Gene

At 02:14 PM 10/2/2008, JohannS wrote:

>Hi Emmanual.
>Would i have to change this line on each section I find with the same code
>or are there only a specific section where this code has to change?
>
>Thanks
>Johann
>
>
>Emmanuel Lacour wrote:
> >
> > On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote:
> >> Hi.
> >>
> >> I have been trying to figure out to automatically change a ticket status
> >> to open as soon as the "take" button has been selected by a user.
> >>
> >> All users seems to forget to also click on the "Open" button after they
> >> click the "take" button which causes reporting problem.
> >>
> >
> >
> > Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
> > modify it like this:
> >
> > before:
> > path  => "Ticket/Display.html?Action=Take&id=" . $id,
> >
> > after:
> > path => "Ticket/Display.html?Action=Take&Status=open&id=" . $id,
> >


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 




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