Dont reopen

Albert_Shih · October 21, 2010, 8:12pm

Hi all

I’m using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it’s possible to
make RT don’t reopen a resolved ticket but send a message

Many people don’t known the ï¿½composeï¿½ button and only known ï¿½replyï¿½ button,
so I’ve some ticket live for ever…

Regards.

JAS

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 21 oct 2010 22:09:55 CEST

Joseph_Spenner · October 21, 2010, 9:26pm

Hi all

I’m using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it’s possible to
make RT don’t reopen a resolved ticket but send a message

Many people don’t known the «compose» button and only known «reply» button,
so I’ve some ticket live for ever…

Regards.

JAS

Albert SHIH
Albert:
There should be a global script: “On Correspond Open Ticket”, by default. If this is removed, RT will not open the ticket (I think). If you delete that scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set).

Albert_Shih · October 22, 2010, 1:26pm

Le 21/10/2010 ï¿½ 14:26:14-0700, Joseph Spenner a ï¿½crit

Hi all

I'm using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it's possible to
make RT don't reopen a resolved ticket but send a message

Many people don't known the ï¿½composeï¿½ button and only known ï¿½replyï¿½ button,
so I've some ticket live for ever...

Regards.

JAS


--
Albert SHIH

Albert:

Thanks.

There should be a global script: “On Correspond Open Ticket”, by default.
If this is removed, RT will not open the ticket (I think). If you delete that

Yes I find this :

http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved

scrip, it should leave the ticket closed but still send the correspondence to
the user (and the admins, depending on how you have everything set).

Exactly and that’s the problem.

What I want is when tue requestor answer the message of resolved ticket
(something many month after), the RT do a automatic reply with something
like :

Please don't answer this message. Send a new request to
ï¿½support_addresseï¿½.

so make RT create a new ticket.

I try to put the same condition as

http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved

in all ï¿½On correspondï¿½ scrip and create a new one with this condition

return 1 if (($self->TransactionObj->Type ne 'Correspond') &&($self->TicketObj->Status eq 'resolved'));
return 0;

to send message.

But it’s not working because RT send the message when I close the ticket (I
don’t known why).

Thanks for you help

Regards.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
ven 22 oct 2010 15:21:41 CEST

Kenn_Crocker · October 22, 2010, 5:01pm

Albert,

We put a message in the “Resolved” template in BIG BOLD letters to instruct
the user to NOT do a reply. That has worked most of the time.

Kenn
LBNLOn Fri, Oct 22, 2010 at 6:26 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit
— On Thu, 10/21/10, Albert Shih Albert.Shih@obspm.fr wrote:
Hi all

I'm using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it's possible
to
make RT don't reopen a resolved ticket but send a message

Many people don't known the «compose» button and only known «reply»
button,
so I've some ticket live for ever...

Regards.

JAS


--
Albert SHIH
Albert:
Thanks.

There should be a global script: “On Correspond Open Ticket”, by
default.
If this is removed, RT will not open the ticket (I think). If you delete
that

Yes I find this :
   http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved
scrip, it should leave the ticket closed but still send the
correspondence to
the user (and the admins, depending on how you have everything set).

Exactly and that’s the problem.

What I want is when tue requestor answer the message of resolved ticket
(something many month after), the RT do a automatic reply with something
like :
   Please don't answer this message. Send a new request to
   «support_addresse».
so make RT create a new ticket.

I try to put the same condition as
   http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved
in all «On correspond» scrip and create a new one with this condition
   return 1 if (($self->TransactionObj->Type ne 'Correspond')
&&($self->TicketObj->Status eq ‘resolved’));
return 0;

to send message.

But it’s not working because RT send the message when I close the ticket (I
don’t known why).

Thanks for you help

Regards.

–
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
ven 22 oct 2010 15:21:41 CEST

Ruslan_Zakirov1 · October 22, 2010, 11:46pm

Hello Albert,

See AutoOpenProblem - Request Tracker Wiki with reference
to forking into a new ticket.On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Hi all

I’m using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it’s possible to
make RT don’t reopen a resolved ticket but send a message

Many people don’t known the «compose» button and only known «reply» button,
so I’ve some ticket live for ever…

Regards.

JAS

–
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 21 oct 2010 22:09:55 CEST

Best regards, Ruslan.

John_Alberts · October 24, 2010, 12:16am

Thanks. I think this is exactly what I was looking for.On 10/22/2010 06:46 PM, Ruslan Zakirov wrote:

Hello Albert,

See AutoOpenProblem - Request Tracker Wiki with reference
to forking into a new ticket.

On Fri, Oct 22, 2010 at 12:12 AM, Albert ShihAlbert.Shih@obspm.fr wrote:

Hi all

I’m using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it’s possible to
make RT don’t reopen a resolved ticket but send a message

Many people don’t known the «compose» button and only known «reply» button,
so I’ve some ticket live for ever…

Regards.

JAS

–
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 21 oct 2010 22:09:55 CEST

John Alberts
Hosted Services
Exlibris USA
john.alberts@exlibrisgroup.com
cell: 1-508-878-2197

Christian_Loos · October 25, 2010, 8:09pm

Hi,

i just added your version of this to the wiki page.

We only allow re-opening the ticket if it is resolved less then 7 days.
If the ticket is resolved more than 7 days, the requestor gets an mail
(template), that it isn’t allowed to re-open the ticket.

-ChrisAm 23.10.2010 01:46, schrieb Ruslan Zakirov:

Hello Albert,

See AutoOpenProblem - Request Tracker Wiki with reference
to forking into a new ticket.

On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Hi all

I’m using RT 3.8.8

On reply RT reopen the ticket. I would like to known if it’s possible to
make RT don’t reopen a resolved ticket but send a message

Many people don’t known the «compose» button and only known «reply» button,
so I’ve some ticket live for ever…

Regards.

JAS

Albert_Shih · October 28, 2010, 12:54pm

Le 25/10/2010 ï¿½ 22:08:16+0200, Christian Loos a ï¿½crit

Hi,

i just added your version of this to the wiki page.

We only allow re-opening the ticket if it is resolved less then 7 days.
If the ticket is resolved more than 7 days, the requestor gets an mail
(template), that it isn’t allowed to re-open the ticket.

Lots of thanks for all.

I’m going to try this.

Regards.

JAS
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 28 oct 2010 14:53:39 CEST

Michael_P_Carel · October 28, 2010, 1:11pm

Hi to all,

I’m just new and currently exploring RT functionality and features. Currently I’m having problem in searching ticket which belong to a certain group. I’ve tried the “MemberOf” search but its not working.

Ex:
group name: support
queue: trouble ticket

search:

Queue = ‘trouble ticket’ AND MemberOf = ‘support’

Thanks in advance for any help and replies.

–Mike

Kenn_Crocker · October 28, 2010, 3:56pm

Michael,

To the best of my knowledge, there is no way to search for a group. Roles,
yes. You could possibly make a group a “Cc” watcher and then search for
“Cc’s”.
Also, The “MemberOf” is for Parent/Child" relationships.
Hope this helps.

Kenn
LBNLOn Thu, Oct 28, 2010 at 6:11 AM, Michael P. Carel mikecarel@yahoo.comwrote:

Hi to all,

I’m just new and currently exploring RT functionality and features.
Currently I’m having problem in searching ticket which belong to a certain
group. I’ve tried the “MemberOf” search but its not working.

Ex:
group name: support
queue: trouble ticket

search:

Queue = ‘trouble ticket’ AND MemberOf = ‘support’

Thanks in advance for any help and replies.

–Mike

Kenn_Crocker · October 28, 2010, 3:57pm

Michael,

To the best of my knowledge, there is no way to search for a group. Roles,
yes. You could possibly make a group a “Cc” watcher and then search for
“Cc’s”.
Also, The “MemberOf” is for Parent/Child" relationships.
Hope this helps.

Kenn
LBNLOn Thu, Oct 28, 2010 at 6:11 AM, Michael P. Carel mikecarel@yahoo.comwrote:

Hi to all,

I’m just new and currently exploring RT functionality and features.
Currently I’m having problem in searching ticket which belong to a certain
group. I’ve tried the “MemberOf” search but its not working.

Ex:
group name: support
queue: trouble ticket

search:

Queue = ‘trouble ticket’ AND MemberOf = ‘support’

Thanks in advance for any help and replies.

–Mike

Michael_P_Carel · October 28, 2010, 11:09pm

Thanks for the input. If that’s the case, is it possible using a scrip to automatically include a CC group if the ticket belong to a certain group?

Example:

Queue: Trouble Ticket
Owner: Jason (which belong to SupportGroup)
CCGroup: SupportGroupCC

If I select Jason as Ticket Owner, CC watcher will be SupportGroupCC.
As per checking CC and Admin Watcher can only be done via Queues only.

Thanks,

Mike— On Thu, 10/28/10, Kenneth Crocker kfcrocker@lbl.gov wrote:

From: Kenneth Crocker kfcrocker@lbl.gov
Subject: Re: [rt-users] Per UserGroup Search
To: rt-users@lists.bestpractical.com
Date: Thursday, October 28, 2010, 11:57 PM

Michael,

To the best of my knowledge, there is no way to search for a group. Roles, yes. You could possibly make a group a “Cc” watcher and then search for “Cc’s”.
Also, The “MemberOf” is for Parent/Child" relationships.

Hope this helps.

Kenn
LBNL

On Thu, Oct 28, 2010 at 6:11 AM, Michael P. Carel mikecarel@yahoo.com wrote:

Hi to all,

I’m just new and currently exploring RT functionality and features. Currently I’m having problem in searching ticket which belong to a certain group. I’ve tried the “MemberOf” search but its not working.

Ex:

group name: support

queue: trouble ticket

search:

Queue = ‘trouble ticket’ AND MemberOf = ‘support’

Thanks in advance for any help and replies.

–Mike

Ruslan_Zakirov1 · March 22, 2011, 8:42pm

See Login Thu, Oct 28, 2010 at 5:11 PM, Michael P. Carel mikecarel@yahoo.com wrote:

Hi to all,

I’m just new and currently exploring RT functionality and features. Currently I’m having problem in searching ticket which belong to a certain group. I’ve tried the “MemberOf” search but its not working.

Ex:
group name: support
queue: trouble ticket

search:

Queue = ‘trouble ticket’ AND MemberOf = ‘support’

Thanks in advance for any help and replies.

–Mike

Best regards, Ruslan.