When I email a ticket request in to RT3 it comes up as a New ticket and not an Open ticket. Is there a way to make the ticket open automatically without the admin having to click Open after it arrives??
–Stevo
When I email a ticket request in to RT3 it comes up as a New
ticket and not an Open ticket. Is there a way to make the ticket open
automatically without the admin having to click Open after it
arrives??
I have
OnTicketPickup OpenTicket with template Blank
You might want to try that with OnCreate.
A related question: Does anyone know of a scrip that assigns the ticket to the
first person who replies to it?
Binand
I have
OnTicketPickup OpenTicket with template Blank
You might want to try that with OnCreate.
A related question: Does anyone know of a scrip that assigns the ticket to the
first person who replies to it?
I provided such a scrip to this list last month. See
http://lists.fsck.com/pipermail/rt-users/2003-April/013566.html
Cheers,
Peter
Binand
Peter Burkholder, System Administrator
Digital Library for Earth System Education (DLESE – http://www.dlese.org)
peterb@ucar.edu
DLESE Program Center (DPC) ~~~ ~~ ~~~~ __o
UCAR/DPC, P.O. Box 3000 Ph) +1-303-497-2663 ~~~ ~~~~ ~~ `<,
Boulder, CO 80307-3000 Fx) +1 303-497-8336 ~~~~ ~~~ ~~~~ ()/ ()
And this solution only works for e-mail replies. If you expect a reply
in the web interface to automatically give the ticket to the person who
replied, it will (for a moment), then the ticket content (including the
original Nobody) will overwrite the changed value. I don’t think there
is a solution to this. The reason this behavior is different in RT3
than in RT2 is that in RT2 I don’t believe that the reply page included
the ticket assignee field, so there was no automatic overwrite on a
reply. This just means you have to remember to fill in all the fields
in the reply correctly, or you will have the ticket ownership bouncing
back and forth in the ticket history until someone claims it manually.
It would be very nice if scrips could run both before and after ticket
save. Then you could have a post-scrip that adjusts fields without
having to worry about getting your changes stomped on. Maybe this is
possible and I have just not been properly enlightened yet.
Mark
Peter Burkholder wrote:>>On Thu, May 15, 2003 at 10:05:43AM -0700, Stevo wrote:
I have
OnTicketPickup OpenTicket with template Blank
You might want to try that with OnCreate.
A related question: Does anyone know of a scrip that assigns the ticket to the
first person who replies to it?I provided such a scrip to this list last month. See
http://lists.fsck.com/pipermail/rt-users/2003-April/013566.html
Cheers,
Peter
Mark D. Nagel, CCIE #3177 mnagel@willingminds.com
Principal Consultant, Willing Minds LLC
tel/fax: 949-623-9853, web: http://www.willingminds.com/