[rt-users] Auto-own?

[Kenneth Crocker]

Kris,

You could just use the scrip I gave you and change the condition to
"OnTransaction". That way, if someone touches the ticket and it isn't owned,
it will set the User as the new Owner of the ticket. That's pretty extreme
though.

Kenn
LBNL

On Tue, Jan 25, 2011 at 3:01 PM, Kris Germann <kris_germann at 295.ca> wrote:

> That’s in Kenn, thanks for the help.
>
>
>
> There is also something else that’s been in the back of my head for some
> time. When someone clicks on a ticket subject to open it, it is just a link
> I presume; however, could the same outcome of the scrip below apply to this
> as well? Essentially, any possible way for someone to open a ticket would
> force ownership?
>
>
>
> Kris Germann
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Tuesday, January 25, 2011 2:55 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Auto-own?
>
>
>
> Kris,
>
> We use a scrip for that:
>
> Description: Auto Owner
> Condition: User Defined
> Action: User Defined
> Template: Blank
> Stage: TransactionBatch
>
>
> Custom Condition:
> # Check for Ticket Status changed to "open"
>
> my $trans = $self->TransactionObj;
>
> return ($trans->Type eq "Status" &&
>         $trans->NewValue eq "open");
>
> Custom action Prep Code:
> # set owner if Nobody
>
> my $ticket = $self->TicketObj;
> my $trans = $self->TransactionObj;
> my $owner_id = $trans->CreatorObj->PrincipalId;
>
> if  ($ticket->OwnerObj->Name() eq 'Nobody' )
>     {
>      $ticket->SetOwner($owner_id, 'Force');
>     }
>
> return 1;
>
> Custom action Cleanup Code:
> return 1;
>
> Works for us. Hope it helps.
>
> Kenn
> LBNL
>
> On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann <kris_germann at 295.ca>
> wrote:
>
> Just wondering if there is a way to give the ticket to a RT user account as
> soon as they open it, rather than leaving it up to them to ‘Take’ it?
>
>
>
> Also, I’m running this report here: Created < '3 days ago' AND ( Status !=
> 'rejected' OR Status != 'resolved' ) , which works for now, but is there a
> way to tell what this query does (how many tickets are < 3 days), but also
> tell me *how* old they actually are?
>
>
>
> Thanks
>
>
>
> Kris Germann
>
> Fibernetics Corporation
>
>
>
>
>
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