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

[Gene LeDuc]

Hi Johann,

Scrips are created in either the Queues or Global areas under the 
Configuration menu in the Web GUI.  You would create it in the queue that 
you want it to apply to, or, if you want this behavior in all of your 
queues, as a global scrip.

I borrowed the book from the school library while I was installing 
RT.  This was a couple of years and many brain cells ago, but I do remember 
that the book was pretty helpful in getting to understand scrips, 
templates, and the basics of ticketing systems.  It was still a pretty 
steep learning curve for me, though.

Regards,
Gene

At 04:00 PM 10/2/2008, JohannS wrote:

>Hi Gene.
>Not a problem at all, I always welcome some extra information.
>
>This might sounds stupid but where will I be able to add this script for RT
>when a ticket is created?
>
>Do you perhaps have the RT book and is it worth getting now that the newer
>version of 3.8.1 is out?
>
>Thanks
>Cheers
>Johann
>
>
>
>Gene  LeDuc wrote:
> >
> > 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