Status change

RT Users
1

Is there a way to change the staus automatically to open once a staff
member replies to the new ticket?

Chris Mason
masonc@masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759

2

Is there a way to change the staus automatically to open once a staff
member replies to the new ticket?

Yes,

http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.README
http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.tar.gz

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security
3

Where does these conditions come from?

OnOwnerChange OpenTicket with template Blank
OnTicketPickup OpenTicket with template Blank

I can’t implement OpenTicket as they don’t exist.From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com] On Behalf Of Bruce Campbell
Sent: Monday, December 09, 2002 10:10 AM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Status change

Is there a way to change the staus automatically to open once a staff
member replies to the new ticket?

Yes,

http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.README
http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.tar.gz

                         Bruce Campbell

RIPE
Systems/Network Engineer
NCC
www.ripe.net - PGP562C8B1B
Operations/Security

rt-users mailing list
rt-users@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

4

Chris Mason wrote:

Where does these conditions come from?

OnOwnerChange OpenTicket with template Blank
OnTicketPickup OpenTicket with template Blank

http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/
http://lists.fsck.com/pipermail/rt-users/2002-April/007995.html

(Jesse, any chance of taking the scrips from that posting
and shoving them into contrib?)
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

5

Bruce,

Does this add the feature that a resolved ticket reopens when a comment is
done by a staff member, or does it only open as soon as somebody have comment
a new one ? Is it possible to use this in order to automatically open a ticket
when a owner takes ownership of a new ticket ?

/Cheers,

Patrick Harlin, SysAdmin
Luleå University of Technology
Sweden

6

Hi there, 4 questions:

  1. is it possible to change the values of the status fields to be other than
    the default values?
  2. If the answer is yes to the 1st question, can you provide me with the
    location of where this can be done/
  3. Can the colour of the ticket change depending on the status values?
  4. Can different status values be set for different queues?

Any help would be appreciated. Thanks in advance

Best Regards,
Ravin Mathoora