Hi,
we have a problem with dates in RT 3.8.10.
New tickets don’t have values for started set. This is as expected, but
it should be set, when a comment is made or an answer is sent.
When a new ticket is replied, the started date is not set. Even after
commenting the ticket afterwards, the date is not set.
When a different new ticket is commented, the started date is set
correctly.
This still happens in RT 3.8.13.
Does anyone else have this problem?
Best regards,
Tobi
New tickets don’t have values for started set. This is as expected,
but it should be set, when a comment is made or an answer is sent.
When a new ticket is replied, the started date is not set. Even
after commenting the ticket afterwards, the date is not set.
When a different new ticket is commented, the started date is set
correctly.
This still happens in RT 3.8.13.
Started is set when a ticket transitions from an initial state to
an active or inactive state. The most common of these would be new →
open. I suspect you’re running into the case that a Reply triggers
the On Correspon Open Tickets Scrip which transitions the ticket from
new to open, setting Started. A Comment does not trigger this scrip,
does not change the status and thus does not set Started.
You could add a scrip for On Comment Open Tickets, but be aware of the
other behavior that’ll add (a comment will flip a ticket from resolved
or stalled to open, whereas before it wouldn’t).
-kevin
Zitat von Kevin Falcone falcone@bestpractical.com:> On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote:
New tickets don’t have values for started set. This is as expected,
but it should be set, when a comment is made or an answer is sent.
When a new ticket is replied, the started date is not set. Even
after commenting the ticket afterwards, the date is not set.
When a different new ticket is commented, the started date is set
correctly.
This still happens in RT 3.8.13.Started is set when a ticket transitions from an initial state to
an active or inactive state. The most common of these would be new →
open. I suspect you’re running into the case that a Reply triggers
the On Correspon Open Tickets Scrip which transitions the ticket from
new to open, setting Started. A Comment does not trigger this scrip,
does not change the status and thus does not set Started.You could add a scrip for On Comment Open Tickets, but be aware of the
other behavior that’ll add (a comment will flip a ticket from resolved
or stalled to open, whereas before it wouldn’t).-kevin
Thank you Kevin,
i didn’t suspect a link between setting Started and the scrips.
Our problem was actualy the other way around, Started was set on
comment, but not on correspond. After playing with the scrip, i could
resolve the issue by selecting the stage transaction batch for the
global scrip “On correspond open ticket”.
Best regards,
Tobi
smime.p7s (5.37 KB)