There was an email about this in January that I’m adding to:
January Email:
http://lists.fsck.com/pipermail/rt-users/2002-January/006237.html
I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
Open very often, and I thought it would be nice to have a quick
action
for it. This is the code:
sub TakeAndOpen {
my $self = shift;
my $ret = $self->Take();
$ret .= $self->Open();
return($ret);
}
Why isn’t this working when I try to go to
Ticket.html?id=42&Action=TakeAndOpen ?
Why don’t you just copy WebRT/html/Ticket/Elements/Tabs to
local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
generate the URL for the Take link.
Change this:
$actions->{‘Take’} =
{
path => “Ticket/Display.html?Action=Take&id=”.$id,
title => ‘Take’
};
to:
$actions->{'Take'} =
{
path =>
“Ticket/Display.html?Action=Take&Status=open&id=”.$id,
title => 'Take'
};
Travis
I just wanted to add that people who make this change should also make a
change to their config.pm where “Take” is also present.
In WebOptions there’s:
{ Header => 'Take',
TicketLink => 1,
Constant => 'Take',
ExtraLinks => '&Action=Take'
},
change it to:
{ Header => ‘Take’,
TicketLink => 1,
Constant => ‘Take’,
ExtraLinks => ‘&Action=Take&Status=open’
},
–Colleen
We wanted the same thing : Changing the state from new to open when somebody takes a ticket …
We use s scrip for this :
The condition OwnerChange with the action OpenTicket. Note that the Scrip needs a template which is not used …
One problem remains :
Someone clicks on take, the owner changes and the ticket is displayed. But the state-change from new to open seems to be done AFTER displaying the ticket.
Frederic GobinOn Tue, 7 May 2002 20:49:36 -0700, “Colleen” colleen@darksideproductions.net wrote:
There was an email about this in January that I’m adding to:
January Email:
http://lists.fsck.com/pipermail/rt-users/2002-January/006237.html
On Tue, Jan 22, 2002 at 10:14:47PM +0000, Ian D wrote:
I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
Open very often, and I thought it would be nice to have a quick
action
for it. This is the code:
sub TakeAndOpen {
my $self = shift;
my $ret = $self->Take();
$ret .= $self->Open();
return($ret);
}
Why isn’t this working when I try to go to
Ticket.html?id=42&Action=TakeAndOpen ?
Why don’t you just copy WebRT/html/Ticket/Elements/Tabs to
local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
generate the URL for the Take link.
Change this:
$actions->{‘Take’} =
{
path => “Ticket/Display.html?Action=Take&id=”.$id,
title => ‘Take’
};
to:
$actions->{'Take'} =
{
path =>
“Ticket/Display.html?Action=Take&Status=open&id=”.$id,
title => 'Take'
};
Travis
I just wanted to add that people who make this change should also make a
change to their config.pm where “Take” is also present.
In WebOptions there’s:
{ Header => 'Take',
TicketLink => 1,
Constant => 'Take',
ExtraLinks => '&Action=Take'
},
change it to:
{ Header => ‘Take’,
TicketLink => 1,
Constant => ‘Take’,
ExtraLinks => ‘&Action=Take&Status=open’
},
–Colleen
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
We wanted the same thing : Changing the state from new to open when
somebody takes a ticket …
We use s scrip for this :
The condition OwnerChange with the action OpenTicket. Note that the Scrip needs a template which is not used …
One problem remains :
Someone clicks on take, the owner changes and the ticket is displayed. But the state-change from new to open seems to be done AFTER displaying the ticket.
This is a WebUI problem, which (in effect) runs all the Scrips for the
given transaction, then applies changes requested. ( which includes
resetting the status back to what it was before, bad luck if your Scrip
changed status/ownership ) 
I’d consider this a bug, and report it to rt-2.0-bugs@fsck.com .
Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations