Set started date upon opening+owning of a ticket

I’d like to set up RT so that the started date is automatically entered
into the ticket once the ticket is owned by someone, and opened.

From what I can tell, the started date is filled in automagically, but
only when someone replies to the ticket (there may be other
circumstances).

I’m sure I’ll need some sort of scrip for this, but I have no idea what to
put in the user-defined parts to make it ‘go’.

Thanks in advance!

Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe

Started date is set to now during status change from ‘new’ to any not
‘new’ value. So if you’re using an ‘auto open’ on correspond scrip
then it’s set on correspond, however if somebody open it before any
correspond then it’s also set.

Try next tests:

  • create a ticket, click the open action and look on the dates box
  • create a ticket, click the resolve action and look on the dates box

This is how it works since 3.0 may be, at least this is true for 3.4
and greater.On 2/2/07, Jason Marshall jasonm@kelman.com wrote:

I’d like to set up RT so that the started date is automatically entered
into the ticket once the ticket is owned by someone, and opened.

From what I can tell, the started date is filled in automagically, but
only when someone replies to the ticket (there may be other
circumstances).

I’m sure I’ll need some sort of scrip for this, but I have no idea what to
put in the user-defined parts to make it ‘go’.

Thanks in advance!


Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

Added to the wiki TicketDates.On 2/2/07, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

Started date is set to now during status change from ‘new’ to any not
‘new’ value. So if you’re using an ‘auto open’ on correspond scrip
then it’s set on correspond, however if somebody open it before any
correspond then it’s also set.

Try next tests:

  • create a ticket, click the open action and look on the dates box
  • create a ticket, click the resolve action and look on the dates box

This is how it works since 3.0 may be, at least this is true for 3.4
and greater.

On 2/2/07, Jason Marshall jasonm@kelman.com wrote:

I’d like to set up RT so that the started date is automatically entered
into the ticket once the ticket is owned by someone, and opened.

From what I can tell, the started date is filled in automagically, but
only when someone replies to the ticket (there may be other
circumstances).

I’m sure I’ll need some sort of scrip for this, but I have no idea what to
put in the user-defined parts to make it ‘go’.

Thanks in advance!


Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.

Best regards, Ruslan.

Try next tests:

  • create a ticket, click the open action and look on the dates box
  • create a ticket, click the resolve action and look on the dates box

Hi Ruslan, it does work the way you describe, though what I wanted to do
was auto-open the ticket the first time it’s viewed by its owner, if
that’s even possible.

The way it is now assumes that people will remember to click “open” as
soon as they start working on a ticket.

Which isn’t to say my proposed way is any better, for if someone opens the
ticket to see what it’s all about, but they’re not prepared to begin
working on it, it will still set the start date on the ticket…

I’m not sure which way is best, but I am leaning toward the current
default behavior…

Thanks!!

Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe

Try next tests:

  • create a ticket, click the open action and look on the dates box
  • create a ticket, click the resolve action and look on the dates box

Hi Ruslan, it does work the way you describe, though what I wanted to do
was auto-open the ticket the first time it’s viewed by its owner, if
that’s even possible.

The way it is now assumes that people will remember to click “open” as
soon as they start working on a ticket.

Which isn’t to say my proposed way is any better, for if someone opens the
ticket to see what it’s all about, but they’re not prepared to begin
working on it, it will still set the start date on the ticket…

I’m not sure which way is best, but I am leaning toward the current
default behavior…
Depends on your workflow, but I can suggest one sane idea:

  • adjust “auto-open” to not open ticket when one of requesters send a
    message to new ticket, so messages like “oh, I forgot to add this
    info…” wouldn’t open ticket
  • create a scrip that opens a ticket when people take it and train
    your team to take things only when they start working on the problem

I this should work just fine unless you have a sort of "auto-owner"
functionality.

Thanks!!

Best regards, Ruslan.

Depends on your workflow, but I can suggest one sane idea:

  • adjust “auto-open” to not open ticket when one of requesters send a
    message to new ticket, so messages like “oh, I forgot to add this
    info…” wouldn’t open ticket

It currently behaves like your recommendation. I replied to the autoreply
email, and it did not auto-open the ticket. I don’t think I did anything
special to make that happen – perhaps it’s the default?

  • create a scrip that opens a ticket when people take it and train
    your team to take things only when they start working on the problem

We tend to assign tickets when they’re created, as few of our tickets are
created from emails from the user community (at this time, anyway).

Thanks for your help Ruslan – I think I may be able to talk my boss into
accepting the current (default) behavior as “the best” behavior.

Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe