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

Felix Defrance felix at d2france.fr
Mon Sep 26 12:31:08 EDT 2016


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
>
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>  
>
> *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
>
>
>     -- 
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>
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>
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>

-- 
Félix Defrance
PGP: 0x0F04DC57

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