[rt-users] RT 4.04 // automatically re-open resolved tickets that are replied to and assign to nobody

vmos pcbadger at gmail.com
Fri Nov 23 04:43:07 EST 2012

I tried that thanks, but what's puzzling me is that if I take out the "
$self->TargetObj->SetStatus('open');" it still opens the ticket, as if it's
ignoring the user defined action

Joachim Thuau-4 wrote
> It might just be a typo (targetObj? Replace with ticketObj?)
> Jok
> On Nov 22, 2012, at 10:57 AM, "vmos" <

> pcbadger@

> > wrote:
>> Good afternoon, as I'm sure you know RT has a feature wherby if somebody
>> replies to a ticket that has already been resolved, it gets automatically
>> re-opened.
>> That's grand, but I want to add a function so that if such a ticket does
>> get
>> re-opened, it also gets assigned to nobody, so that it goes back in to
>> the
>> general queue. 
>> I've tried modifying the existing auto-open function in global scripts by
>> changing the action to user defined, but I've been having some trouble 
>> I've put this (and similar) in the custom action cleanup code
>> $self->TicketObj->SetOwner( $RT::Nobody->id );
>> $self->TargetObj->SetStatus('open');
>>  return 1;
>> but all it ever does is re-open the ticket. I can't even seem to break
>> it,
>> never mind get it to do what I want.
>> Cany anyone point me in the right direction?
>> --
>> View this message in context:
>> http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>> --------
>> We're hiring! http://bestpractical.com/jobs
> --------
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View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967p51971.html
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