Set status to open when ticket is taken

RT Users
1

Another “suggestion” from my pilot group is that they would like tickets
to automatically change status from new to open when taken. Any help
accomplishing that would be appreciated.

TIA,
Steve

2

Steve OBrien wrote:

Another “suggestion” from my pilot group is that they would like tickets
to automatically change status from new to open when taken. Any help
accomplishing that would be appreciated.

It’s not really open until someone actually works on it, is it? Seems like
a semantic issue to me. “New” means “its recorded and waiting for
activity”, “open” means “its being worked on”. If its just assigned and no
activity, its not being worked on. Seems a bit deceptive to preemptively
set it to “open” without actually working on it.

Anyway, philosophy aside, you could do this with a scrip. Make it
condition: On owner change, Action: user definded, Template: blank.

Custom action prep code:
return 1;

Custom action cleanup code:
$self->TicketObj->_Set(Field => ‘Status’, Value => ‘open’, RecordTransaction
=> 0);
return 1;

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

3

It’s not really open until someone actually works on it, is it? Seems like
a semantic issue to me. “New” means “its recorded and waiting for
activity”, “open” means “its being worked on”. If its just assigned and no
activity, its not being worked on. Seems a bit deceptive to preemptively
set it to “open” without actually working on it.
That’s exactly what I told them, but they told me that they pick up the
ticket and are working on it and then enter in the details when they are
done.

Thanks Much!
S

4

That’s exactly what I told them, but they told me that they pick up the
ticket and are working on it and then enter in the details when they are done.
They don’t have to “enter details.” Once they do something meaningful on
the ticket, RT will automagically set it to open.

Cambridge Energy Alliance: Save money. Save the planet.

5

http://wiki.bestpractical.com/view/CustomConditionSnippetsOn Fri, Apr 17, 2009 at 3:32 AM, Steve OBrien steve.obrien@hdesd.org wrote:

Another “suggestion” from my pilot group is that they would like tickets
to automatically change status from new to open when taken. Any help
accomplishing that would be appreciated.

TIA,
Steve

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