[rt-users] Auto-own?

[Kris Germann]

It is extreme, yes. We'll see how it works out.

 

Thanks,

 

Kris Germann
Fibernetics Corporation

 

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 6:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?

 

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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