"On Reply" set ticket status to "resolved"

Hello list,

I would like to set a tickets status to “resolved” on reply. The wiki
mentions a “On Reply” action that I cannot find in my rt instance.

https://rt-wiki.bestpractical.com/wiki/ManualScrips

cheers
david

You can write a simple scrip with a pre commit action to change the
TicketObj status. See the api docs.

NileshOn 04-Oct-2016 5:22 PM, “David Schmidt” david.schmidt@univie.ac.at wrote:

Hello list,

I would like to set a tickets status to “resolved” on reply. The wiki
mentions a “On Reply” action that I cannot find in my rt instance.

https://rt-wiki.bestpractical.com/wiki/ManualScrips

cheers
david

RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training

  • Boston - October 24-26
  • Los Angeles - Q1 2017

Hello Nilesh and thank you for your reply.

Your advice would have been helpful if I hadnt looked for documentation
before. Which I did.
I am wildly searching for information using random search parameters
instead of following a tutorial of some sort. Is there any?

Luckily I found what I needed in another rt-users email.

Here is my solution:

Admin > Scrips > Create

Description: OnCorrespondSetResolved

Condition: On Correspond

Action: User Defined

Template: Blank

Custom Condition: #leave empty

Custom action preparation code:
return 1;

Custom action commit code:
my ($status, $msg) = $self->TicketObj->SetStatus(“resolved”);
unless ( $status ) {
$RT::Logger->error(“Couldn’t change status: $msg”);
return 0;
}
return 1;On 05.10.2016 03:13, Nilesh wrote:

You can write a simple scrip with a pre commit action to change the
TicketObj status. See the api docs.


Nilesh

On 04-Oct-2016 5:22 PM, “David Schmidt” david.schmidt@univie.ac.at wrote:

Hello list,

I would like to set a tickets status to “resolved” on reply. The wiki
mentions a “On Reply” action that I cannot find in my rt instance.

https://rt-wiki.bestpractical.com/wiki/ManualScrips

cheers
david

RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training

  • Boston - October 24-26
  • Los Angeles - Q1 2017

This will change the status of the ticket, but it will set it resolved for
every correspondence which you probably don’t want.

You can add the custom condition to check some pattern… I’m typing this
on mobile can’t type code.

RT api is relatively easy to understand, sometimes you need to get into the
code to see what’s going on.

NileshOn 05-Oct-2016 6:28 PM, “David Schmidt” david.schmidt@univie.ac.at wrote:

Hello Nilesh and thank you for your reply.

Your advice would have been helpful if I hadnt looked for documentation
before. Which I did.
I am wildly searching for information using random search parameters
instead of following a tutorial of some sort. Is there any?

Luckily I found what I needed in another rt-users email.

Here is my solution:

===================================
Admin > Scrips > Create

Description: OnCorrespondSetResolved

Condition: On Correspond

Action: User Defined

Template: Blank

Custom Condition: #leave empty

Custom action preparation code:
return 1;

Custom action commit code:
my ($status, $msg) = $self->TicketObj->SetStatus(“resolved”);
unless ( $status ) {
$RT::Logger->error(“Couldn’t change status: $msg”);
return 0;
}
return 1;

On 05.10.2016 03:13, Nilesh wrote:

You can write a simple scrip with a pre commit action to change the
TicketObj status. See the api docs.


Nilesh

On 04-Oct-2016 5:22 PM, “David Schmidt” david.schmidt@univie.ac.at wrote:

Hello list,

I would like to set a tickets status to “resolved” on reply. The wiki
mentions a “On Reply” action that I cannot find in my rt instance.

https://rt-wiki.bestpractical.com/wiki/ManualScrips

cheers
david

RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training

  • Boston - October 24-26
  • Los Angeles - Q1 2017