Open Tickets Action sets tickets to Open regardless of status


#1

Hi,

We have recently added some new ticket statuses in using Lifecycles. Since then every time a ticket receives a reply it will change the ticket status to ‘open’ even if its in an ‘active’ status. We have the default Scrip enabled to Open tickets on correspond but we only want this to reopen resolved tickets on correspond. Is there a way to restrict this scrip to only reopen resolved tickets?

Any advice on this would be much appreciated.

Regards,
Mike


#2

What you could do is disable the existing scrip that opens these tickets and then create a new scrip that still uses the ‘open inactive tickets’ action but write a custom condition to check if status is resolved and the transaction type is a correspond.


#3

Thank you, I created the custom condition as suggested and this seems to work correctly. The condition I used below seems to work.

my $TransactionObj = $self->TransactionObj;
my $ticket = $self->TicketObj;

return 1 if $ticket->Status eq ‘resolved’ && $TransactionObj->Type eq ‘Correspond’;

return 0;