Comments change status from 'new' to 'open'

RT Users
1

RT 3.2.2
Mandrake 10.1
Mysql 4

When I make a comment on a ticket, it automatically changes the
status from ‘new’ to ‘open’. I love this functionality but I
want comments to change the status from ‘new’ to my new status
called ‘acknowledg’.

I did install the OpenTicket scrip action from RT v2.0 long ago.
I have included all of my scrips below as I’m not sure where
the OpenTicket scrip is defined:

On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Status Change Notify Owner as Comment with template Status Change
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Resolve Notify Owner with template Resolved
On Comment Notify Other Recipients as Comment with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Requestors and Ccs as Comment with template Correspondence
On Owner Change Notify Owner as Comment with template Owner Change - Self
On Owner Change Notify Requestors and Ccs with template Owner Change - Global
On Status Change Notify Requestors and Ccs with template Status Change

Has anyone else done this…

TIA
John Giles
john@trdlnk.com

2

John;

Create new script with On Comment as condition and user defined action :

if ($self->TicketObj->Status() eq ‘new’ ) {
$self->TicketObj->SetStatus(‘acknowledg’);
return 1;
}
return undef;

Regards;

Roy----- Original Message -----
From: “John Giles” john@trdlnk.com
To: rt-users@lists.bestpractical.com
Sent: Wednesday, March 09, 2005 7:11 PM
Subject: [rt-users] Comments change status from ‘new’ to ‘open’

RT 3.2.2
Mandrake 10.1
Mysql 4

When I make a comment on a ticket, it automatically changes the
status from ‘new’ to ‘open’. I love this functionality but I
want comments to change the status from ‘new’ to my new status
called ‘acknowledg’.

I did install the OpenTicket scrip action from RT v2.0 long ago.
I have included all of my scrips below as I’m not sure where
the OpenTicket scrip is defined:

On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Status Change Notify Owner as Comment with template Status Change
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Resolve Notify Owner with template Resolved
On Comment Notify Other Recipients as Comment with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Requestors and Ccs as Comment with template
Correspondence
On Owner Change Notify Owner as Comment with template Owner Change - Self
On Owner Change Notify Requestors and Ccs with template Owner Change -
Global
On Status Change Notify Requestors and Ccs with template Status Change

Has anyone else done this…

TIA
John Giles
john@trdlnk.com
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3

Roy
Thank you, that works for replying to emails.

Additionally, when I create a ticket via the web gui and then
click on Comment, the status changes to Open… How can I
change that to automatically change to ‘acknowledg’ ??

John Giles
john@trdlnk.comOn Wed, 9 Mar 2005 23:03:16 -0000, Raed El - Hames r@elhames.co.uk wrote:

John;

Create new script with On Comment as condition and user defined action :

if ($self->TicketObj->Status() eq ‘new’ ) {
$self->TicketObj->SetStatus(‘acknowledg’);
return 1;
}
return undef;

Regards;

Roy
----- Original Message -----
From: “John Giles” john@trdlnk.com
To: rt-users@lists.bestpractical.com
Sent: Wednesday, March 09, 2005 7:11 PM
Subject: [rt-users] Comments change status from ‘new’ to ‘open’

RT 3.2.2
Mandrake 10.1
Mysql 4

When I make a comment on a ticket, it automatically changes the
status from ‘new’ to ‘open’. I love this functionality but I
want comments to change the status from ‘new’ to my new status
called ‘acknowledg’.

I did install the OpenTicket scrip action from RT v2.0 long ago.
I have included all of my scrips below as I’m not sure where
the OpenTicket scrip is defined:

On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Status Change Notify Owner as Comment with template Status Change
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Resolve Notify Owner with template Resolved
On Comment Notify Other Recipients as Comment with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Requestors and Ccs as Comment with template
Correspondence
On Owner Change Notify Owner as Comment with template Owner Change - Self
On Owner Change Notify Requestors and Ccs with template Owner Change -
Global
On Status Change Notify Requestors and Ccs with template Status Change

Has anyone else done this…

TIA
John Giles
john@trdlnk.com

The rt-users Archives

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

4

Sorry, I found the Action/AutoOpen.pm…

John Giles
john@trdlnk.comOn Thu, 10 Mar 2005 11:00:43 -0600, John Giles john@trdlnk.com wrote:

Roy
Thank you, that works for replying to emails.

Additionally, when I create a ticket via the web gui and then
click on Comment, the status changes to Open… How can I
change that to automatically change to ‘acknowledg’ ??

John Giles
john@trdlnk.com

On Wed, 9 Mar 2005 23:03:16 -0000, Raed El - Hames r@elhames.co.uk wrote:

John;

Create new script with On Comment as condition and user defined action :

if ($self->TicketObj->Status() eq ‘new’ ) {
$self->TicketObj->SetStatus(‘acknowledg’);
return 1;
}
return undef;

Regards;

Roy
----- Original Message -----
From: “John Giles” john@trdlnk.com
To: rt-users@lists.bestpractical.com
Sent: Wednesday, March 09, 2005 7:11 PM
Subject: [rt-users] Comments change status from ‘new’ to ‘open’

RT 3.2.2
Mandrake 10.1
Mysql 4

When I make a comment on a ticket, it automatically changes the
status from ‘new’ to ‘open’. I love this functionality but I
want comments to change the status from ‘new’ to my new status
called ‘acknowledg’.

I did install the OpenTicket scrip action from RT v2.0 long ago.
I have included all of my scrips below as I’m not sure where
the OpenTicket scrip is defined:

On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Status Change Notify Owner as Comment with template Status Change
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Resolve Notify Owner with template Resolved
On Comment Notify Other Recipients as Comment with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Requestors and Ccs as Comment with template
Correspondence
On Owner Change Notify Owner as Comment with template Owner Change - Self
On Owner Change Notify Requestors and Ccs with template Owner Change -
Global
On Status Change Notify Requestors and Ccs with template Status Change

Has anyone else done this…

TIA
John Giles
john@trdlnk.com

The rt-users Archives

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

5

RT 3.2.2
Mandrake 10.1
Apache 2
FastCGI
MySQL 4

Please help !!

Has anyone else experienced mason killing the root httpd2 process ?
Sometimes the httpd2 crashes and sometimes the box totally locks up
and has to be hard booted.

Anyway, I get this error message in my httpd/error_log when the httpd2
process crashes:
[Fri Mar 18 00:19:18 2005] [emerg] (35)Resource deadlock avoided: couldn’t grab the accept mutex
[Fri Mar 18 00:19:18 2005] [alert] Child 24695 returned a Fatal error…\nApache is exiting!

When this happens the httpd2 listener crashes and the children continue to
run without a parent. Killing the children and restarting httpd2 gets RT
back up and running.

Here’s a ps -ef f output BEFORE the crash:
root 5488 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
root 5489 5488 _ /usr/bin/perl /usr/sbin/advxsplitlogfile
apache 5490 5488 _ fcgi-p -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5497 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5499 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5506 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5507 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5500 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5501 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5502 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5503 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5504 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5533 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5540 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH

Here’s a ps -ef f output AFTER the crash:
root 5489 1 /usr/bin/perl /usr/sbin/advxsplitlogfile
apache 5501 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5502 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5503 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5504 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5533 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5540 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5711 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5843 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4

John Giles
john@trdlnk.com

6

I was able to fix this problem by uninstalling the mod_ssl rpm

John Giles
john@trdlnk.comOn Tue, 22 Mar 2005 11:46:41 -0600, John Giles john@trdlnk.com wrote:

RT 3.2.2
Mandrake 10.1
Apache 2
FastCGI
MySQL 4

Please help !!

Has anyone else experienced mason killing the root httpd2 process ?
Sometimes the httpd2 crashes and sometimes the box totally locks up
and has to be hard booted.

Anyway, I get this error message in my httpd/error_log when the httpd2
process crashes:

[Fri Mar 18 00:19:18 2005] [emerg] (35)Resource deadlock avoided: couldn’t grab the accept mutex
[Fri Mar 18 00:19:18 2005] [alert] Child 24695 returned a Fatal error…\nApache is exiting!

When this happens the httpd2 listener crashes and the children continue to
run without a parent. Killing the children and restarting httpd2 gets RT
back up and running.

Here’s a ps -ef f output BEFORE the crash:
root 5488 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
root 5489 5488 _ /usr/bin/perl /usr/sbin/advxsplitlogfile
apache 5490 5488 _ fcgi-p -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5497 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5499 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5506 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5507 5490 | _ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache 5500 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5501 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5502 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5503 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5504 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5533 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache 5540 5488 _ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH

Here’s a ps -ef f output AFTER the crash:
root 5489 1 /usr/bin/perl /usr/sbin/advxsplitlogfile
apache 5501 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5502 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5503 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5504 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5533 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5540 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5711 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache 5843 1 httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4

John Giles
john@trdlnk.com

The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

7

RT 3.4.1
MySQL v4
FastCGI
Mandrake 10.1

I have just upgraded from v3.2.2 to v3.4.1 and it’s working.

But my list of Owners is displaying every user in the RT database.
Probably around 1,000 users in the list.

v3.2.2 only showed the Privileged Users as shown on the
http://rt/Admin/Users/ page. Exactly 43 users.

Is there a quick fix or do I need to go through every user settings
and uncheck the “Let this user access RT” check box.

Thanks

John Giles
john@trdlnk.com

8

RT 3.4.1
MySQL v4
FastCGI
Mandrake 10.1

I have just upgraded from v3.2.2 to v3.4.1 and it’s working.

But my list of Owners is displaying every user in the RT database.
Probably around 1,000 users in the list.

v3.2.2 only showed the Privileged Users as shown on the
http://rt/Admin/Users/ page. Exactly 43 users.

Is there a quick fix or do I need to go through every user settings
and uncheck the “Let this user access RT” check box.

Perhaps you’ve granted “Everyone” the right to “OwnTicket”

9

Yes that limits the list.

Thank you
JohnOn Thu, 7 Apr 2005 11:33:48 -0400, Jesse Vincent jesse@bestpractical.com wrote:

Perhaps you’ve granted “Everyone” the right to “OwnTicket”

On Thu, Apr 07, 2005 at 09:41:09AM -0500, John Giles wrote:

RT 3.4.1
MySQL v4
FastCGI
Mandrake 10.1

I have just upgraded from v3.2.2 to v3.4.1 and it’s working.

But my list of Owners is displaying every user in the RT database.
Probably around 1,000 users in the list.

v3.2.2 only showed the Privileged Users as shown on the
http://rt/Admin/Users/ page. Exactly 43 users.

Is there a quick fix or do I need to go through every user settings
and uncheck the “Let this user access RT” check box.

Perhaps you’ve granted “Everyone” the right to “OwnTicket”

Thanks

John Giles
john@trdlnk.com

The rt-users Archives

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com