Auto assign of ticket to Open if taken by user

RT Users
1

Hi.

I have been trying to figure out to automatically change a ticket status
to open as soon as the “take” button has been selected by a user.

All users seems to forget to also click on the “Open” button after they
click the “take” button which causes reporting problem.

Thanks

Johann Stander

2

Hi.

I have been trying to figure out to automatically change a ticket status
to open as soon as the “take” button has been selected by a user.

All users seems to forget to also click on the “Open” button after they
click the “take” button which causes reporting problem.

Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
modify it like this:

before:
path => “Ticket/Display.html?Action=Take&id=” . $id,

after:
path => “Ticket/Display.html?Action=Take&Status=open&id=” . $id,

3

Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?

Thanks
Johann

Emmanuel Lacour wrote:

Hi.

I have been trying to figure out to automatically change a ticket status
to open as soon as the “take” button has been selected by a user.

All users seems to forget to also click on the “Open” button after they
click the “take” button which causes reporting problem.

Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
modify it like this:

before:
path => “Ticket/Display.html?Action=Take&id=” . $id,

after:
path => “Ticket/Display.html?Action=Take&Status=open&id=” . $id,

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4

Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?

You will find only one place :wink:

5

Hi Johann,

Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn’t quite right, it should be close
enough to figure out.

Scrip condition: User Defined
if ($self->TransactionObj->Type eq “Take”) {
return 1;
} else {
return undef;
}

Scrip action: User Defined
{ $self->TicketObj->SetStatus(“Open”); }

Regards,
Gene

At 02:14 PM 10/2/2008, JohannS wrote:

Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?

Thanks
Johann

Emmanuel Lacour wrote:

Hi.

I have been trying to figure out to automatically change a ticket status
to open as soon as the “take” button has been selected by a user.

All users seems to forget to also click on the “Open” button after they
click the “take” button which causes reporting problem.

Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
modify it like this:

before:
path => “Ticket/Display.html?Action=Take&id=” . $id,

after:
path => “Ticket/Display.html?Action=Take&Status=open&id=” . $id,

Gene LeDuc, GSEC
Security Analyst
San Diego State University

6

Hi Gene.
Not a problem at all, I always welcome some extra information.

This might sounds stupid but where will I be able to add this script for RT
when a ticket is created?

Do you perhaps have the RT book and is it worth getting now that the newer
version of 3.8.1 is out?

Thanks
Cheers
Johann

Gene LeDuc wrote:

Hi Johann,

Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn’t quite right, it should be close
enough to figure out.

Scrip condition: User Defined
if ($self->TransactionObj->Type eq “Take”) {
return 1;
} else {
return undef;
}

Scrip action: User Defined
{ $self->TicketObj->SetStatus(“Open”); }

Regards,
Gene

At 02:14 PM 10/2/2008, JohannS wrote:

Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?

Thanks
Johann

Emmanuel Lacour wrote:

Hi.

I have been trying to figure out to automatically change a ticket
status
to open as soon as the “take” button has been selected by a user.

All users seems to forget to also click on the “Open” button after
they
click the “take” button which causes reporting problem.

Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
modify it like this:

before:
path => “Ticket/Display.html?Action=Take&id=” . $id,

after:
path => “Ticket/Display.html?Action=Take&Status=open&id=” . $id,

–
Gene LeDuc, GSEC
Security Analyst
San Diego State University

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

View this message in context: http://www.nabble.com/Auto-assign-of-ticket-to-Open-if-taken-by-user-tp19733099p19789217.html

7

Hi Johann,

Scrips are created in either the Queues or Global areas under the
Configuration menu in the Web GUI. You would create it in the queue that
you want it to apply to, or, if you want this behavior in all of your
queues, as a global scrip.

I borrowed the book from the school library while I was installing
RT. This was a couple of years and many brain cells ago, but I do remember
that the book was pretty helpful in getting to understand scrips,
templates, and the basics of ticketing systems. It was still a pretty
steep learning curve for me, though.

Regards,
Gene

At 04:00 PM 10/2/2008, JohannS wrote:

Hi Gene.
Not a problem at all, I always welcome some extra information.

This might sounds stupid but where will I be able to add this script for RT
when a ticket is created?

Do you perhaps have the RT book and is it worth getting now that the newer
version of 3.8.1 is out?

Thanks
Cheers
Johann

Gene LeDuc wrote:

Hi Johann,

Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn’t quite right, it should be close
enough to figure out.

Scrip condition: User Defined
if ($self->TransactionObj->Type eq “Take”) {
return 1;
} else {
return undef;
}

Scrip action: User Defined
{ $self->TicketObj->SetStatus(“Open”); }

Regards,
Gene

At 02:14 PM 10/2/2008, JohannS wrote:

Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?

Thanks
Johann

Emmanuel Lacour wrote:

Hi.

I have been trying to figure out to automatically change a ticket
status
to open as soon as the “take” button has been selected by a user.

All users seems to forget to also click on the “Open” button after
they
click the “take” button which causes reporting problem.

Here I made a Take&Open link by editing html/Ticket/Elements/Tab and
modify it like this:

before:
path => “Ticket/Display.html?Action=Take&id=” . $id,

after:
path => “Ticket/Display.html?Action=Take&Status=open&id=” . $id,

Gene LeDuc, GSEC
Security Analyst
San Diego State University