AutoTake and OpenTicket

RT Users
1

Hi all,

I’ve installed the combination of AutoTake and OpenTicket on my test
server and they work together just fine from the email interface.
However, I’ve noticed some new weirdness from the WebUI. I am aware
of the cycling of the owner from Nobody to somebody back to Nobody.
I installed Phil’s patch to Update.html and the owner now stays put.

However, after I installed this patch, I find that the status is now
cycling from new to open and back to new when I reply to a ticket from
the WebUI. This was not happening before. Has anyone seen this before?
Has anyone even tried this combination of scripts before? I could use
some pointers on where to start looking for this problem.

I’m using rt 2.0.13 on Slackware 8.0. The scrips for the listed actions are

OnCorrespond AutoTake with template Blank
onOwnerChange OpenTicket with template Blank

TiA,
kevin

2

Ferguson, Kevin wrote:

However, after I installed this patch, I find that the status is now
cycling from new to open and back to new when I reply to a ticket from
the WebUI. This was not happening before. Has anyone seen this before?
Has anyone even tried this combination of scripts before? I could use
some pointers on where to start looking for this problem.

Hmm. Looks like I made a similar patch to the one for the owner,
and promptly forgot I’d done it. :slight_smile: (M B Norton might also be
interested in this…)

Replace the line in webrt/Ticket/Update.html

$DefaultStatus = $Ticket->Status() unless ($DefaultStatus);

with

unless ($DefaultStatus) {
$DefaultStatus = $Ticket->Status();
if ($DefaultStatus eq ‘new’) {
$DefaultStatus= ‘open’;
}
}

Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances