Change initial status to "Open"

Is there a way within RT2 to change the default initial status from “New” to
"Open"? We only have a few users and it is one more step for us to have to
change the ticket to “Open” that we’d rather not have to do. I’ve looked
through several modules but am not sure where I should be looking.
Alternatively, if I create a default value in the database itself will this
be reflected in RT?

Thanks,
-shannon pedersen

Another option is to use the ScripCondition/Action pair that I have written,
It will set the Ticket’s status to open when it is first taken (or given)
such that:
Old User == Nobody
TransactionType == Take|Give
TicketStatus == new

Under these conditions the ScripCondition will match, and fire a ScripAction
which I set one up to set the status to open.

I’ll include the code with this message.On Monday 29 April 2002 08:41 pm, shannon pedersen wrote:

Is there a way within RT2 to change the default initial status from "New"
to “Open”? We only have a few users and it is one more step for us to have
to change the ticket to “Open” that we’d rather not have to do. I’ve
looked through several modules but am not sure where I should be looking.
Alternatively, if I create a default value in the database itself will this
be reflected in RT?

Thanks,
-shannon pedersen


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

SetStatus.tar.gz (9.3 KB)

TicketPickup.tar.gz (9 KB)

shannon pedersen wrote:

Is there a way within RT2 to change the default initial status from “New” to
"Open"? We only have a few users and it is one more step for us to have to
change the ticket to “Open” that we’d rather not have to do. I’ve looked
through several modules but am not sure where I should be looking.
Alternatively, if I create a default value in the database itself will this
be reflected in RT?

I posted an “OpenTicket” ScripAction to rt-devel the other day. Search
the archives and grab it, or yell and I’ll throw you a copy.

OnCreate OpenTicket with template Blank

has a pretty good chance of doing what you want. :slight_smile:

Bah. All this ridiculous beating around the bush with scrips and
actions. It’s just so silly.

Look in /path/to/rt2/WebRT/html/Ticket
Theres a Create.html inside.

Look for

Status:
Change the line underneath it to:
<& /Elements/SelectStatus, Name => “Status”, Default=> ‘open’ &>

That should be all you need to do.

If you only have a hammer, every problem looks like a nail.

Dane

Dane Rapaport
Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4964
m: 0414 735 922

I see so many examples of human stupidity that I am forced to conclude
that I am better than everyone else.
It’s lonely at the top.

At 19:41 Uhr +1000 30.4.2002, Dane Rapaport wrote:

Bah. All this ridiculous beating around the bush with scrips and
actions. It’s just so silly.

Except that it will continue to work after upgrading RT.

Besides, it seems what you proposed fixes only WebRT, not the mailgate.

Sebastian Flothow
sebastian@flothow.de
#include <stddisclaimer.h>

Bah. All this ridiculous beating around the bush with scrips and
actions. It’s just so silly.

That works just fine if you want that behaviour for ALL queues, but
ScripConditions and Actions are the preferred solution when a behaviour may
not need to be site wide. And as Mr. Flothow pointed out, your method won’t
stick around after an upgrade. Besides what’s wrong with Scrips ???

Look in /path/to/rt2/WebRT/html/Ticket
Theres a Create.html inside.

Look for

Status:
Change the line underneath it to:
<& /Elements/SelectStatus, Name => “Status”, Default=> ‘open’ &>

I tried this before posting to the list, but it didn’t seem to solve the
problem.

-shannon

I appreciate these possibilities. However the original email seemed to
suggest that he wanted this behaviour for all queues.

Without him specifying otherwise, one would logically have to assume
this.

You are also right in saying that it won’t stick around after an
upgrade. However, after the upgrade all that is required is a
":cw open ESC :wq" only about 16 characters :slight_smile:
You’d have to upgrade 20 times for the times to start evening out, I’d
wager.

Perhaps a good idea would be some sort of mechanism which logs changes
one makes to RT, and after an upgrade, can reinsert these modifications.

Im sure there are plenty of other changes which one makes to RT which
don’t really hang around after an upgrade.

Anyway, like i said, I do appreciate the alternative methods, but for a
quick effective bastardisation, I still maintain my method is preferable
(at least for me ;p)

Cheers
Dane

Michael Grubb wrote:

Bah. All this ridiculous beating around the bush with scrips and
actions. It’s just so silly.

That works just fine if you want that behaviour for ALL queues, but
ScripConditions and Actions are the preferred solution when a behaviour may
not need to be site wide. And as Mr. Flothow pointed out, your method won’t
stick around after an upgrade. Besides what’s wrong with Scrips ???

Look in /path/to/rt2/WebRT/html/Ticket
Theres a Create.html inside.

Look for

Status:
Change the line underneath it to:
<& /Elements/SelectStatus, Name => “Status”, Default=> ‘open’ &>

That should be all you need to do.

If you only have a hammer, every problem looks like a nail.

Dane

Dane Rapaport
Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4964
m: 0414 735 922

Dane Rapaport wrote:

Perhaps a good idea would be some sort of mechanism which logs changes
one makes to RT, and after an upgrade, can reinsert these modifications.

http://www.cvshome.org/

Anyway, like i said, I do appreciate the alternative methods, but for a
quick effective bastardisation, I still maintain my method is preferable
(at least for me ;p)

As long as you never create tickets by email, and as long as Jesse
doesn’t change Create.html substantially, sure. If you must bastardise
the interface instead of using the provided method designed to allow
extensions just like this, however, I’d recommend using the Mason
"local" directory to override Create.html and leaving the real one
intact.

Of course, if you never really use the “new” status, why not instead
pretend “open” doesn’t exist and treat all “new” tickets as though
they were open? RT doesn’t discriminate, as far as I know…

Look in /path/to/rt2/WebRT/html/Ticket
Theres a Create.html inside.

Look for

Status:
Change the line underneath it to:
<& /Elements/SelectStatus, Name => “Status”, Default=> ‘open’ &>

I tried this before posting to the list, but it didn’t seem to solve the
problem.

The catch with this approach (as has been mentioned) is that it only
applies when you create tickets through the Web Interface. It does not
apply when tickets are created in other fashions (eg, via mailgate or via
the CLI).

As most of us assume that you wish this behaviour when ‘tickets are
created’, not when ‘tickets are created through the web interface’, then
take Phil’s proposed solution with a Scrip which will catch all ticket
creates, irrespective of how they are created.

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations