'Started' not being set when ticket status changes from 'New' -> 'xxx'

RT Users
1

Hi,

I am debugging a problem where the ‘Started’ Date is not being
set when the ticket status changes from ‘new’ to ‘open’ or ‘resolved’.
I found the code for when the ‘Started’ date is set using 'SetStarted()'
that changes the status from ‘new’ to ‘open’, but not the code setting
the ‘Started’ field when the status changes. Can someone give me a
pointer or an idea about where to look?

Regards,
Ken

2

Hi,

I am debugging a problem where the ‘Started’ Date is not being
set when the ticket status changes from ‘new’ to ‘open’ or ‘resolved’.
I found the code for when the ‘Started’ date is set using ‘SetStarted()’
that changes the status from ‘new’ to ‘open’, but not the code setting
the ‘Started’ field when the status changes. Can someone give me a
pointer or an idea about where to look?

Regards,
Ken

Just to follow-up. I made a global scrip to set the ‘Started’ date field
when it is un-set and the transaction is a status change from ‘new’ to
either ‘open’ or ‘resolved’. I thought that this was handled by RT internally
when the status changed from ‘new’ but I could not find any place in the code
that handled it.

Regards,
Ken

3

Just to follow-up. I made a global scrip to set the ‘Started’ date
field when it is un-set and the transaction is a status change from
‘new’ to either ‘open’ or ‘resolved’. I thought that this was handled
by RT internally when the status changed from ‘new’ but I could not
find any place in the code that handled it.

This was in core code in RT 4.0, but was moved to a global scrip in RT
4.2:

UPGRADING-4.2 - RT 4.2.17 Documentation - Best Practical (search for
Started)

If this was an RT instance that was upgraded from 4.0, the lack of this
behavior my imply that not all upgrade steps were run.

  • Alex
4

Just to follow-up. I made a global scrip to set the ‘Started’ date
field when it is un-set and the transaction is a status change from
‘new’ to either ‘open’ or ‘resolved’. I thought that this was
handled by RT internally when the status changed from ‘new’ but I
could not find any place in the code that handled it.

This was in core code in RT 4.0, but was moved to a global scrip in RT
4.2: [snip]

Sorry, I mis-read your question; the scrip in question is for the
opposite (opening the ticket if Started is set). The code that sets
Started when a ticket is moved to a non-initial state is:

The only thing that could be causing that to not fire is if you have a
custom lifecycle with all-Initial statuses.

  • Alex