[rt-users] Change status to open when user respond to a ticket.

Felix Defrance felix at d2france.fr
Wed Oct 5 03:52:41 EDT 2016


Hi,

I tested this scrip last week and it work's for me ;)

Cheers

Félix.

Le 26/09/2016 à 18:31, Felix Defrance a écrit :
> Thx for the doc Vinzenz. 
>
> And now, do you think my scrip below will do the job ? (I'm not familar with perl..)
>
> ## --- Condition: User defined
> ## --- Action: User defined
> ## --- Template: blank
>
> ## --- Custom Condition:
>
> return 0 unless ( 
>     $self->TransactionObj->Type eq "Correspond" 
>     && $self->TicketObj->QueueObj->Name eq "customercare"
>     && $self->TicketObj->Status eq "customer_feedback_required"
> );
> return 1;
>
>
>
> ## --- Custom action preparation code: 
> return 1;
>
>
> ## --- Custom action cleanup code:
> $self->TicketObj->SetStatus("open");
>
> Félix.
>
>
> Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>>
>> Hi,
>>
>>  
>>
>> I solved this by creating a custom scrip. Take a look at
>> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
>> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>>
>>  
>>
>> Cheers,
>>
>> Vinzenz
>>
>> Vinzenz Sinapius
>> Information Technology | Informationstechnik
>>
>> *trace**tronic***GmbH
>> Stuttgarter Str. 3
>> 01189 DRESDEN
>> GERMANY
>>
>> Phone: +49 351 205768-167
>> Fax: +49 351 205768-999
>> E-mail: vinzenz.sinapius at tracetronic.de
>> <mailto:vinzenz.sinapius at tracetronic.de>
>>
>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>> Dr.-Ing. Peter Strähle
>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>
>>  
>>
>> *Von:*rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im
>> Auftrag von *Piet Honkoop
>> *Gesendet:* Montag, 26. September 2016 15:32
>> *An:* Felix Defrance <felix at d2france.fr>;
>> rt-users at lists.bestpractical.com
>> *Betreff:* Re: [rt-users] Change status to open when user respond to
>> a ticket.
>>
>>  
>>
>> Hi,
>>
>> I'm curious how to solve this one too :)
>>
>> even a bit more specific: if the requestor mails, reset status (so
>> not 'anybody')
>>
>> Best regards,
>>
>> Piet
>>
>>  
>>
>> On 26-9-2016 14:46, Felix Defrance wrote:
>>
>>     Hi, 
>>
>>
>>     I need to change ticket status to open when anybody respond to a
>>     ticket by email or web UI and when the ticket is in a specific
>>     status.
>>
>>     This is a custom lifecycle, without stalled status, and which the
>>     stalled status is a custom named status.
>>
>>     So anybody known, how i could do the same "lifecycle" as stalled,
>>     but for another status ?
>>
>>     Thx,
>>
>>     -- 
>>
>>     Félix Defrance
>>
>>     PGP: 0x0F04DC57
>>
>>
>>     -- 
>>     Dit bericht is gescanned op virussen en andere gevaarlijke
>>     inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>>
>>     ---------
>>
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>>
>>     * Boston - October 24-26
>>
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>>
>>
>>
>> -- 
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>
> -- 
> Félix Defrance
> PGP: 0x0F04DC57

-- 
Félix Defrance
PGP: 0x0F04DC57

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