On Comment set to open

RT Users
1

Hi Guys,

Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.

There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?

Many Thanks
Dave

2

Hi Guys,

Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.

There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?

Many Thanks
Dave

3

Hi Guys,
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?
Many Thanks
Dave

Do you mean comment or reply? There’s a global scrip installed by default
that does this on reply:

On Correspond Open Tickets with template Blank

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

4

On Correspond Open Tickets with template Blank
It’s a customization on the wiki, not a part of the core as far I’ve ever seen.
There are also variants like “take on correspond iff unowned & admincc,”
which we recently implemented here with success.
Cambridge Energy Alliance: Save money. Save the planet.

5

Hi,

Nope this is purely a comment via the web interface. I have also removed
the default script mentioned.

The scripts I have set are as follows:

Scrips which apply to all queues

Send Notification of Ticket when a reply is received to a resolved
ticket
On Reply to Resolved Ticket Notify AdminCcs with template
ReplyToResolved

Send Notification of Ticket when a reply is received to a resolved
ticket
On Reply to Resolved Ticket Notify Ccs with template ReplyToResolved

Send Notification of Ticket when a reply is received to a resolved
ticket
On Reply to Resolved Ticket Notify Owner with template ReplyToResolved

On a Reply(correspondance) to a resolved ticket set the status back to
new
On Reply to Resolved Ticket User Defined with template Blank

For CC and BCC Field
On Correspond Notify Other Recipients with template Correspondence

for CC and BCC Field
On Comment Notify Other Recipients with template Correspondence

Queue Scrips

On Resolve Notify Requestors with template Resolved

On Resolve Notify AdminCcs with template Resolved

On Resolve Notify Owner with template Resolved

On Correspond Notify Requestors with template Correspondence

On Create Notify Owner with template Admin Comment

On Create Notify Requestors, Ccs and AdminCcs with template Admin
Comment

On Correspond Notify Owner with template Correspondence

Thanks
Dave-----Original Message-----
From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: 07 January 2009 15:31
To: Dave Wells; RT users
Subject: Re: [rt-users] On Comment set to open

On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells dave.wells@foreshore.net wrote:

Hi Guys,
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?
Many Thanks
Dave

Do you mean comment or reply? There’s a global scrip installed by
default that does this on reply:

On Correspond Open Tickets with template Blank

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

6

Hi,

Nope this is purely a comment via the web interface. I have also removed
the default script mentioned.

This finally rang a bell - if you look at html/Ticket/Update.html you’ll
see code that sets the status drop down default to ‘open’ if the ticket
status is ‘new’. So when you submit a comment the status is updated.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

7

On Correspond Open Tickets with template Blank
It’s a customization on the wiki, not a part of the core as far I’ve
ever seen.
There are also variants like “take on correspond iff unowned & admincc,”
which we recently implemented here with success.

I’m seeing that scrip definition as part of /etc/initialdata (rt 3.8.0).
It’s been set up by default on every RT install I’ve done.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

8

Thanks very much for the info, makes sense now.

If I change html/Ticket/Update.html to set the status default to new, do
you think this would cause any issues?-----Original Message-----
From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: 07 January 2009 15:56
To: Dave Wells; RT users
Subject: Re: [rt-users] On Comment set to open

On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells dave.wells@foreshore.net wrote:

Hi,

Nope this is purely a comment via the web interface. I have also
removed the default script mentioned.

This finally rang a bell - if you look at html/Ticket/Update.html you’ll
see code that sets the status drop down default to ‘open’ if the ticket
status is ‘new’. So when you submit a comment the status is updated.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

9

Thanks very much for the info, makes sense now.

If I change html/Ticket/Update.html to set the status default to new, do
you think this would cause any issues?

I think this code (along with the global scrip) is just helping to
implement the business rule that any change to a new ticket automatically
opens the ticket. That way, you can distinguish between untouched tickets
and ones that are actively being worked on.

So if you don’t want that business rule, I don’t think there’d be any harm
in removing the code. I do think it would be neater to remove the code, so
that the drop-down default is whatever the ticket status is.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T