Change status to open when user respond to a ticket

RT Users
1

Hi,

I need to change ticket status to open when anybody respond to a ticket
by email or web UI and when the ticket is in a specific status.

This is a custom lifecycle, without stalled status, and which the
stalled status is a custom named status.

So anybody known, how i could do the same “lifecycle” as stalled, but
for another status ?

Thx,

Félix Defrance
PGP: 0x0F04DC57

2

Hi,

I’m curious how to solve this one too :slight_smile:

even a bit more specific: if the requestor mails, reset status (so not
‘anybody’)

Best regards,

PietOn 26-9-2016 14:46, Felix Defrance wrote:

Hi,

I need to change ticket status to open when anybody respond to a
ticket by email or web UI and when the ticket is in a specific status.

This is a custom lifecycle, without stalled status, and which the
stalled status is a custom named status.

So anybody known, how i could do the same “lifecycle” as stalled, but
for another status ?

Thx,

–
Félix Defrance
PGP: 0x0F04DC57

–
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3

Hi,

I solved this by creating a custom scrip. Take a look at CustomConditionSnippets - Request Tracker Wiki and https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius@tracetronic.demailto:vinzenz.sinapius@tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086Von: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Piet Honkoop
Gesendet: Montag, 26. September 2016 15:32
An: Felix Defrance felix@d2france.fr; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Change status to open when user respond to a ticket.

Hi,

I’m curious how to solve this one too :slight_smile:

even a bit more specific: if the requestor mails, reset status (so not ‘anybody’)

Best regards,

Piet

4

Thx for the doc Vinzenz.

And now, do you think my scrip below will do the job ? (I’m not familar with perl…)

— Condition: User defined

— Action: User defined

— Template: blank

— Custom Condition:

return 0 unless (
$self->TransactionObj->Type eq “Correspond”
&& $self->TicketObj->QueueObj->Name eq “customercare”
&& $self->TicketObj->Status eq “customer_feedback_required”
);
return 1;

— Custom action preparation code:

return 1;

— Custom action cleanup code:

$self->TicketObj->SetStatus(“open”);

Félix.Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :

Hi,

I solved this by creating a custom scrip. Take a look at
CustomConditionSnippets - Request Tracker Wiki and
CustomActionSnippets - Request Tracker Wiki

Cheers,

Vinzenz

Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronicGmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius@tracetronic.de
mailto:vinzenz.sinapius@tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
Dr.-Ing. Peter Strähle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086

*Von:*rt-users [mailto:rt-users-bounces@lists.bestpractical.com] *Im
Auftrag von *Piet Honkoop
Gesendet: Montag, 26. September 2016 15:32
An: Felix Defrance felix@d2france.fr; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Change status to open when user respond to a
ticket.

Hi,

I’m curious how to solve this one too :slight_smile:

even a bit more specific: if the requestor mails, reset status (so not
‘anybody’)

Best regards,

Piet

On 26-9-2016 14:46, Felix Defrance wrote:

Hi, 


I need to change ticket status to open when anybody respond to a
ticket by email or web UI and when the ticket is in a specific status.

This is a custom lifecycle, without stalled status, and which the
stalled status is a custom named status.

So anybody known, how i could do the same "lifecycle" as stalled,
but for another status ?

Thx,

-- 

Félix Defrance

PGP: 0x0F04DC57


-- 
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door *MailScanner* en lijkt schoon te zijn.


---------

RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training

* Boston - October 24-26

* Los Angeles - Q1 2017

–
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.

Félix Defrance
PGP: 0x0F04DC57

5

Hi,

I tested this scrip last week and it work’s for me :wink:

Cheers

Félix.Le 26/09/2016 à 18:31, Felix Defrance a écrit :

Thx for the doc Vinzenz.

And now, do you think my scrip below will do the job ? (I’m not familar with perl…)

— Condition: User defined

— Action: User defined

— Template: blank

— Custom Condition:

return 0 unless (
$self->TransactionObj->Type eq “Correspond”
&& $self->TicketObj->QueueObj->Name eq “customercare”
&& $self->TicketObj->Status eq “customer_feedback_required”
);
return 1;

— Custom action preparation code:

return 1;

— Custom action cleanup code:

$self->TicketObj->SetStatus(“open”);

Félix.

Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :

Hi,

I solved this by creating a custom scrip. Take a look at
CustomConditionSnippets - Request Tracker Wiki and
CustomActionSnippets - Request Tracker Wiki

Cheers,

Vinzenz

Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronicGmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius@tracetronic.de
mailto:vinzenz.sinapius@tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
Dr.-Ing. Peter Strähle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086

*Von:*rt-users [mailto:rt-users-bounces@lists.bestpractical.com] *Im
Auftrag von *Piet Honkoop
Gesendet: Montag, 26. September 2016 15:32
An: Felix Defrance felix@d2france.fr;
rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Change status to open when user respond to
a ticket.

Hi,

I’m curious how to solve this one too :slight_smile:

even a bit more specific: if the requestor mails, reset status (so
not ‘anybody’)

Best regards,

Piet

On 26-9-2016 14:46, Felix Defrance wrote:

Hi, 


I need to change ticket status to open when anybody respond to a
ticket by email or web UI and when the ticket is in a specific
status.

This is a custom lifecycle, without stalled status, and which the
stalled status is a custom named status.

So anybody known, how i could do the same "lifecycle" as stalled,
but for another status ?

Thx,

-- 

Félix Defrance

PGP: 0x0F04DC57


-- 
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door *MailScanner* en lijkt schoon te zijn.


---------

RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training

* Boston - October 24-26

* Los Angeles - Q1 2017

–
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.

–
Félix Defrance
PGP: 0x0F04DC57

Félix Defrance
PGP: 0x0F04DC57