[rt-users] Problem with custom lifecycle

Kevin Falcone falcone at bestpractical.com
Thu Feb 27 21:34:14 EST 2014

On Fri, Feb 28, 2014 at 12:07:18AM +0000, Simon Wilcox wrote:
> On 27/02/2014 21:24, Kevin Falcone wrote:
> >>Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it
> >>moves it to the first active status, so your 'open' is leaking from
> >>somewhere else, presumably another scrip with more custom code.
> >>
> Yes - we appear to have a Global Scrip (On Correspond Open Tickets)
> that re-opens the ticket exactly as you describe (authorised is the
> first active status in the transition list for assessed, n.b. not
> the first in the active list[1])

You can read the documentation for that Scrip Action to understand how
it works.


> I think I need to move all the Scrips from Global to Queue based and
> then allocate them out to each queue individually.
> I can't seem to find a facility to turn a Global Scrip off on a
> per-queue basis.

You must have missed this in my previous email.

Click on Admin -> Scrips -> Scrip Name                                                                                                                                                                   
click on Applies To                                                                                                                                                                                      
Unselect it globally, assign to relevant queues.    

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