On Correspond - Open ticket

RT Users
1

Hi All,

I have a Scrip defined as follows;

Description: On correspond Open Ticket
Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

This worked on RT3.8.8 but now doesn’t work on RT4.0.8

The only item of relevance I can see in the log file;

{{{
Skipping Scrip #1 because it didn’t Prepare (/opt/rt4/sbin/…/lib/RT/Scrips.pm:237)
}}}

Any ideas?

Thanks.
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

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2

Actually, some additional information to this.

The scrip may in fact be working but from the opposite way to what I want/expect.

When customer correspondence is received, the ticket status (on a resolved ticket) is set to Open.

However, what I want is when correspondence is added to a ticket with status = New, set it to Open.

Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: EepURL - A Mailchimp Service 30 Nov 2012, at 12:54, Nick Fennell nick.fennell@appliansys.com wrote:

Hi All,

I have a Scrip defined as follows;

Description: On correspond Open Ticket
Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

This worked on RT3.8.8 but now doesn’t work on RT4.0.8

The only item of relevance I can see in the log file;

{{{
Skipping Scrip #1 because it didn’t Prepare (/opt/rt4/sbin/…/lib/RT/Scrips.pm:237)
}}}

Any ideas?

Thanks.

Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

3

Nick,
Did you hear any answers on this request? We are researching the
exact same thing since moving from 3.8.9 to 4.0.5.On Fri, Nov 30, 2012 at 8:00 AM, Nick Fennell nick.fennell@appliansys.com wrote:

Actually, some additional information to this.

The scrip may in fact be working but from the opposite way to what I
want/expect.

When customer correspondence is received, the ticket status (on a resolved
ticket) is set to Open.

However, what I want is when correspondence is added to a ticket with status
= New, set it to Open.

–
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 30 Nov 2012, at 12:54, Nick Fennell nick.fennell@appliansys.com wrote:

Hi All,

I have a Scrip defined as follows;

Description: On correspond Open Ticket
Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

This worked on RT3.8.8 but now doesn’t work on RT4.0.8

The only item of relevance I can see in the log file;

{{{
Skipping Scrip #1 because it didn’t Prepare
(/opt/rt4/sbin/…/lib/RT/Scrips.pm:237)
}}}

Any ideas?

Thanks.

Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

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4

Actually, some additional information to this.
The scrip may in fact be working but from the opposite way to what I want/expect.
When customer correspondence is received, the ticket status (on a resolved ticket) is set to
Open.
However, what I want is when correspondence is added to a ticket with status = New, set it to
Open.

On Correspond Open Tickets will flip a ticket from new → open or
resolved → open when correspondence happens.

Please note that it has a lot of tweaks (so, if a requestor requests a
ticket and then replies to the Autoreply email, it won’t go new →
open) and other related things.

You can read more about the action here
http://bestpractical.com/rt/docs/latest/RT/Action/AutoOpen.html

-kevin