[rt-users] "On Reply" set ticket status to "resolved"

Nilesh me at nileshgr.com
Wed Oct 5 09:01:54 EDT 2016


This will change the status of the ticket, but it will set it resolved for
every correspondence which you probably don't want.

You can add the custom condition to check some pattern... I'm typing this
on mobile can't type code.

RT api is relatively easy to understand, sometimes you need to get into the
code to see what's going on.

--
Nilesh

On 05-Oct-2016 6:28 PM, "David Schmidt" <david.schmidt at univie.ac.at> wrote:

> Hello Nilesh and thank you for your reply.
>
> Your advice would have been helpful if I hadnt looked for documentation
> before. Which I did.
> I am wildly searching for information using random search parameters
> instead of following a tutorial of some sort. Is there any?
>
> Luckily I found what I needed in another rt-users email.
>
> Here is my solution:
>
> ===================================
> Admin > Scrips > Create
>
>
> Description: OnCorrespondSetResolved
>
> Condition: On Correspond
>
> Action: User Defined
>
> Template: Blank
>
> Custom Condition: #leave empty
>
> Custom action preparation code:
> return 1;
>
> Custom action commit code:
> my ($status, $msg) = $self->TicketObj->SetStatus("resolved");
> unless ( $status ) {
>     $RT::Logger->error("Couldn't change status: $msg");
>     return 0;
> }
> return 1;
> ======================================
>
>
> On 05.10.2016 03:13, Nilesh wrote:
>
>> You can write a simple scrip with a pre commit action to change the
>> TicketObj status. See the api docs.
>>
>> --
>> Nilesh
>>
>> On 04-Oct-2016 5:22 PM, "David Schmidt" <david.schmidt at univie.ac.at>
>> wrote:
>>
>> Hello list,
>>>
>>> I would like to set a tickets status to "resolved" on reply. The wiki
>>> mentions a "On Reply" action that I cannot find in my rt instance.
>>>
>>> https://rt-wiki.bestpractical.com/wiki/ManualScrips
>>>
>>> cheers
>>> david
>>> ---------
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Boston - October 24-26
>>> * Los Angeles - Q1 2017
>>>
>>>
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