Modify AutoOpen script

RT Users
1

Hello,
I want to modify the On Correspond Open Tickets acript not to change
ticket status when it is set to my custom status “in progress”

How can I do that? I’ve tried to edit
/usr/share/request-tracker4/lib/RT/Action/AutoOpen.pm but faild.

Any hints?

Kamil Gmyrek

New Vision

2

Failed how? What have you tried? You are in right direction. You can use
custom condition instead of modifying action.

Ruslan from phone.08.06.2012 11:46 пользователь “Kamil Gmyrek” kamil@nvt.pl написал:

Hello,
I want to modify the On Correspond Open Tickets acript not to change
ticket status when it is set to my custom status “in progress”

How can I do that? I’ve tried to edit /usr/share/request-tracker4/**lib/RT/Action/AutoOpen.pm
but faild.

Any hints?

–
Kamil Gmyrek

New Vision

3

Failed how? What have you tried? You are in right direction. You can use
custom condition instead of modifying action.

Found a solution. I don’t remember what I did before but now it works
how I wanted to work.

How can I use a custom condition to achieve this?

 my $next = $ticket->FirstActiveStatus;
 return 1 unless defined $next;
 return 1 if $self->TicketObj->Status eq 'in progress';

 # no change if the ticket is in initial status and the message is a

mail
# from a requestor

Kamil Gmyrek

New Vision

4

Failed how? What have you tried? You are in right direction. You can use
custom condition instead of modifying action.

Found a solution. I don’t remember what I did before but now it
works how I wanted to work.

How can I use a custom condition to achieve this?

my $next = $ticket->FirstActiveStatus;
return 1 unless defined $next;
return 1 if $self->TicketObj->Status eq 'in progress';

# no change if the ticket is in initial status and the message

is a mail
# from a requestor

You write a User Defined condition on your scrip that checks, is this
Transaction a correspondence and is the ticket currently in ‘in
progress’. That way you don’t have to edit RT’s source.

-kevin