Hi Guys,
I know this has been brought up a couple of times on the lists, but
can’t find anything that seems to work for me.
What I am looking for is a way to stop tickets being resolved if there
is no time worked set.
I have seen a post where Richard Ellis stated that adding this to your
/path/to/rt3/local/html/Ticket/Update.html this would work exactly as I
would wish, however I am not entirely sure of how this file should be
formatted, I understand that the files in /local/ should append to those
in /share/:
if ($DefaultStatus eq ‘resolved’) {
# if we are resolving a ticket and there has been no time
submitted,
# do not allow the ticket to resolve. must check that SubmitTicket
is
# set, or we prevent the close page from loading and thus NO ticket
can
# be resolved.
if ((! defined($TicketObj->TimeWorked) or $TicketObj->TimeWorked ==
- and
$ARGS{‘UpdateTimeWorked’} <= 0 and
exists $ARGS{‘SubmitTicket’} ) {
Abort(“You cannot resolve a ticket with zero time worked.
Please reselect the ticket and try again”);
}
When I add this file and insert the above text by itself, when I try and
update a ticket it mearly prints the above code out on the webpage,
obviously I am missing some tags or code.
If someone could enlighten me that would be great.
Many Thanks.
Dave