[rt-users] started dates in RT 3.8

[Tobias Ramin]

Zitat von Kevin Falcone <falcone at bestpractical.com>:

> On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote:
>> New tickets don't have values for started set. This is as expected,
>> but it should be set, when a comment is made or an answer is sent.
>> When a new ticket is replied, the started date is not set. Even
>> after commenting the ticket afterwards, the date is not set.
>> When a different new ticket is commented, the started date is set
>> correctly.
>> This still happens in RT 3.8.13.
>
> Started is set when a ticket transitions from an initial state to
> an active or inactive state.  The most common of these would be new ->
> open.  I suspect you're running into the case that a Reply triggers
> the On Correspon Open Tickets Scrip which transitions the ticket from
> new to open, setting Started.  A Comment does not trigger this scrip,
> does not change the status and thus does not set Started.
>
> You could add a scrip for On Comment Open Tickets, but be aware of the
> other behavior that'll add (a comment will flip a ticket from resolved
> or stalled to open, whereas before it wouldn't).
>
> -kevin
>

Thank you Kevin,

i didn't suspect a link between setting Started and the scrips.
Our problem was actualy the other way around, Started was set on  
comment, but not on correspond. After playing with the scrip, i could  
resolve the issue by selecting the stage transaction batch for the  
global scrip "On correspond open ticket".

Best regards,

Tobi

-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 5503 bytes
Desc: S/MIME krytographische Unterschrift
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20120911/c08e2dcf/attachment.bin>