RT 4.04 // automatically re-open resolved tickets that are replied to and assign to nobody

RT Users
1

Good afternoon, as I’m sure you know RT has a feature wherby if somebody
replies to a ticket that has already been resolved, it gets automatically
re-opened.
That’s grand, but I want to add a function so that if such a ticket does get
re-opened, it also gets assigned to nobody, so that it goes back in to the
general queue.
I’ve tried modifying the existing auto-open function in global scripts by
changing the action to user defined, but I’ve been having some trouble

I’ve put this (and similar) in the custom action cleanup code

$self->TicketObj->SetOwner( $RT::Nobody->id );
$self->TargetObj->SetStatus(‘open’);
return 1;

but all it ever does is re-open the ticket. I can’t even seem to break it,
never mind get it to do what I want.

Cany anyone point me in the right direction?

View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html

2

It might just be a typo (targetObj? Replace with ticketObj?)

JokOn Nov 22, 2012, at 10:57 AM, “vmos” pcbadger@gmail.com wrote:

Good afternoon, as I’m sure you know RT has a feature wherby if somebody
replies to a ticket that has already been resolved, it gets automatically
re-opened.
That’s grand, but I want to add a function so that if such a ticket does get
re-opened, it also gets assigned to nobody, so that it goes back in to the
general queue.
I’ve tried modifying the existing auto-open function in global scripts by
changing the action to user defined, but I’ve been having some trouble

I’ve put this (and similar) in the custom action cleanup code

$self->TicketObj->SetOwner( $RT::Nobody->id );
$self->TargetObj->SetStatus(‘open’);
return 1;

but all it ever does is re-open the ticket. I can’t even seem to break it,
never mind get it to do what I want.

Cany anyone point me in the right direction?

–
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html
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3

I tried that thanks, but what’s puzzling me is that if I take out the "
$self->TargetObj->SetStatus(‘open’);" it still opens the ticket, as if it’s
ignoring the user defined action

Joachim Thuau-4 wrote

It might just be a typo (targetObj? Replace with ticketObj?)

Jok

Good afternoon, as I’m sure you know RT has a feature wherby if somebody
replies to a ticket that has already been resolved, it gets automatically
re-opened.
That’s grand, but I want to add a function so that if such a ticket does
get
re-opened, it also gets assigned to nobody, so that it goes back in to
the
general queue.
I’ve tried modifying the existing auto-open function in global scripts by
changing the action to user defined, but I’ve been having some trouble

I’ve put this (and similar) in the custom action cleanup code

$self->TicketObj->SetOwner( $RT::Nobody->id );
$self->TargetObj->SetStatus(‘open’);
return 1;

but all it ever does is re-open the ticket. I can’t even seem to break
it,
never mind get it to do what I want.

Cany anyone point me in the right direction?

–
View this message in context:
http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

We’re hiring! Careers — Best Practical Solutions

We’re hiring! Careers — Best Practical Solutions

View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967p51971.html

4

I tried that thanks, but what’s puzzling me is that if I take out the "
$self->TargetObj->SetStatus(‘open’);" it still opens the ticket, as if it’s
ignoring the user defined action

The User Defined code is only run if the Condition or Action is “User
Defined”. If you pick a built-in condition/action, the code you enter
is ignored and never run.