Thanks for the help,
I’ve been slowly working on this and sure enough the WebUI does something
beyond simply calling TicketObj->Resolve. The scrip action succeeds in
marking the ticket as resolved but it’s then opened again immediately.
Looking at the the ticket history I see:
RT_System - Status changed from open to resolved
RT_System - Status changed from resolved to open
Actually setting the “status” field in the relevant mysql entry to
"resolved" is enough to resolve the ticket and stop it from showing in
I’m assuming there’s something else within RT that needs to be done during
that transaction in order to complete it successfully.
Does anybody have any idea what that is?
I’ve been trying to work through the perl but it’s currently got me
Thanks in advance for any help,
MaxOn Fri, 23 Aug 2002, Bruce Campbell wrote:
On Fri, 23 Aug 2002, Phil Homewood wrote:
M B Norton wrote:
I’m currently setting up RT and wondered if the following was possible…
when an AdminCC replies I want the ticket to be automatically resolved and
removed from the queue.
If a scrip is needed to implement this, does anybody have this done
This should be fairly trivial… off the top of my head
(and all untested, take note!)
OnCorrespOut ResolveTicket with template Blank
Result is still indeterminate if used from the WebUI, as the WebUI also
sets several status variables.
Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations/Security
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