"Reply"-button - change default status from 'open' to 'wcr'

RT Users
1

Hi,

we added a new state to our rt3.8.17 called “wcr”
(Waiting for Customer Response to a question in the ticket).

Normally, if we reply to a customer ticket,
we change the state from “open” to “wcr” while replying (Update.html).

Is there a possibility to change rt/Ticket/Update.html (maybe with
callbacks)
by default that the status is set to “wcr” instead of “open” ?

best regards
Danny

smime.p7s (2.23 KB)

2

we added a new state to our rt3.8.17 called “wcr”
(Waiting for Customer Response to a question in the ticket).

Normally, if we reply to a customer ticket,
we change the state from “open” to “wcr” while replying (Update.html).

Is there a possibility to change rt/Ticket/Update.html (maybe with
callbacks)
by default that the status is set to “wcr” instead of “open” ?

In 4.0, you could actually leverage a bug in the auto-open scrip.

On 3.8, I’d turn off SuppressAutoOpenOnUpdate and clone the
AutoOpen.pm scrip action.

You might be able to use the BeforeUpdate callback in Update.html to
change the DefaultStatus key in the ARGSRef argument, but I don’t have
time to do a quick proof of concept so you’d need to play around with
it.

-kevin