Steve OBrien wrote: > Another "suggestion" from my pilot group is that they would like tickets > to automatically change status from new to open when taken. Any help > accomplishing that would be appreciated.
It's not really open until someone actually works on it, is it? Seems like a semantic issue to me. "New" means "its recorded and waiting for activity", "open" means "its being worked on". If its just assigned and no activity, its not being worked on. Seems a bit deceptive to preemptively set it to "open" without actually working on it. Anyway, philosophy aside, you could do this with a scrip. Make it condition: On owner change, Action: user definded, Template: blank. Custom action prep code: return 1; Custom action cleanup code: $self->TicketObj->_Set(Field => 'Status', Value => 'open', RecordTransaction => 0); return 1; -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
