Creating and resolving a ticket in one entry

RT Users
1

Hi all,

I’m very new to RT and I’m still in the process of gathering information on what RT can do - one of the options that we, as a university help desk, would like to be able to do is have the ability to enter student information related to password resets (several custom fields) and rather than creating a ticket that we would immediately set to resolved - we’d like to create and resolve it at the same time.
I searched the contributions but didn’t think I could see what I was looking for.
There is ResolveTicket but for us this action would not apply to the entire queue.
Thanks for any advice,

Chris Boothroyd
Technical Support
Trent University
(705) 748-1011 x7066

2

I’m very new to RT and I’m still in the process of gathering
information
on what RT can do - one of the options that we, as a university help
desk,
would like to be able to do is have the ability to enter student
information related to password resets (several custom fields) and
rather
than creating a ticket that we would immediately set to resolved -
we’d
like to create and resolve it at the same time.

Create the ticket. In the information editing section, set the status to
resolve, put in any other information. Save.

Not what you want?

3

You need a user-defined condition:

if ( ( $self->TransactionObj->Type eq ‘Create’ )
&& ( $self->TicketObj->Status eq ‘resolved’ ) )
{ return (1); }
else
{ return (undef); }

Then tie a special template to this action. For example, we’ve got two
templates. One of them is the usual “thank you for contacting us, your
ticket number is #blah, we will contact you ASAP for an appointment”, etc.
We send this template on the creation of any new or open tickets.

The other template is “Thank you for contacting us. Since we resolved your
request during our conversation, please contact us if you have any further
problems.” We send this template on the creation of a resolved ticket.

I’ve got tons of custom code for dealing with university situations. Contact
me if you want to know more.

Rick R.

Chris Boothroyd wrote:

Hi all,

I’m very new to RT and I’m still in the process of gathering information on what RT can do - one of the options that we, as a university help desk, would like to be able to do is have the ability to enter student information related to password resets (several custom fields) and rather than creating a ticket that we would immediately set to resolved - we’d like to create and resolve it at the same time.
I searched the contributions but didn’t think I could see what I was looking for.
There is ResolveTicket but for us this action would not apply to the entire queue.
Thanks for any advice,

Chris Boothroyd
Technical Support
Trent University
(705) 748-1011 x7066

The rt-users Archives

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

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

For computer help, call xHELP (x4357 or 713-348-4357)
On the web: http://helpdesk.rice.edu/
Rick Russell
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669

rickr.vcf (560 Bytes)

signature.asc (252 Bytes)