[rt-users] RES: Lifecycles: Prevent automatic transition to "open" between active states

[Diaulas Castro]

Put a conditional on script " On Correspond Open Tickets"

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Nehmer Torben
Enviada em: segunda-feira, 13 de fevereiro de 2012 05:50
Para: Christian Loos
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Lifecycles: Prevent automatic transition to "open" between active states

Good morning,

thanks for the quick answer. Actually, deactivating this Scrip entirely is not what I want. 

What I'd like ist that any correspondence (re?)opens a ticket if it is in an inactive state (like stalled). If, on the other hand, the ticket is in any active state (perhaps except "new" if this is possible) it should retain its state.


Best regards,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de
www.cancom.de
CANCOM Deutschland GmbH
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-----Ursprüngliche Nachricht-----
Von: Christian Loos [mailto:cloos at netcologne.de]
Gesendet: Freitag, 10. Februar 2012 12:00
An: Nehmer Torben
Cc: rt-users at lists.bestpractical.com
Betreff: Re: Lifecycles: Prevent automatic transition to "open" between active states

Hi Torben,

by default there is an global scrip called "Open Tickets" which set the status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.

-Chris

Am 10.02.2012 10:32, schrieb Nehmer Torben:
> Good day,
>
> I have a question regarding custom lifecycles. First of all, the full 
> lifecycle configuration can be seen here on Pastebin in case you need 
> more information than what I have shown here.
>
> http://pastebin.com/6SBPwVbB
>
> I have set a number of active states in the ticket:
>
>          initial         => [ 'new' ],
>
>          active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
>
>          inactive        => [ 'resolved', 'rejected', 'deleted' ],
>
> You can change states without much restriction, effectively:
>
>          transitions => {
>
>              ''         => [qw(new open resolved)],
>
>              new        => [qw(open inprogress fixed deployed resolved
> rejected deleted)],
>
>              open       => [qw(new inprogress fixed deployed resolved
> rejected deleted)],
>
>              inprogress => [qw(new open fixed deployed resolved 
> rejected deleted)],
>
>              fixed      => [qw(new open inprogress deployed resolved
> rejected deleted)],
>
>              deployed   => [qw(new open inprogress fixed resolved
> rejected deleted)],
>
>              resolved   => [qw(new open inprogress fixed deployed
> rejected deleted)],
>
>              rejected   => [qw(new open inprogress fixed deployed
> resolved deleted)],
>
>              deleted    => [qw(new open inprogress fixed deployed
> rejected resolved)],
>
>          },
>
> So, now if I have a ticket in the "inprogress" state and generate a 
> Response using the web interface. I leave the Status field at the 
> default ("inprogress (unchanged)"). RT then changes the status of the 
> ticket back to "open".
>
> How can I prevent this - in other words: Where is the bug in my 
> configuration?
>
> Best regards,
> Torben Nehmer

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