Open ticket default question

RT Users
1

In RT3, when adding comments to a ticket that has already
been created, is there a way to not have the ‘open’ default
set, but instead to set it to the previous status of the
ticket ?

Why: We create tickets and have scrip that keeps them ‘new’
‘new’ means the ticket has not been assigned.

Sometimes others in the company want to update a ticket,
and the gui at this point defaults to ‘open’

That throws off our workflow, because we haven’t assigned
the ticket yet, the ticket would still be ‘new’, but someone
else added a comment, didn’t see the drop-down, and made
the ticket be open.

Thanks, hopefully this makes sense.

Kind regards,

2

Customize html/Ticket/Update.html look for:

if ($DefaultStatus =~ ‘^new$’){
$DefaultStatus=‘open’;
}On Fri, Feb 18, 2005 at 10:02:43AM -0800, Dave Dennis wrote:

In RT3, when adding comments to a ticket that has already
been created, is there a way to not have the ‘open’ default
set, but instead to set it to the previous status of the
ticket ?

Why: We create tickets and have scrip that keeps them ‘new’
‘new’ means the ticket has not been assigned.

Sometimes others in the company want to update a ticket,
and the gui at this point defaults to ‘open’

That throws off our workflow, because we haven’t assigned
the ticket yet, the ticket would still be ‘new’, but someone
else added a comment, didn’t see the drop-down, and made
the ticket be open.

Thanks, hopefully this makes sense.

Kind regards,

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