Put a conditional on script " On Correspond Open Tickets" Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner
-----Mensagem original----- De: [email protected] [mailto:[email protected]] Em nome de Nehmer Torben Enviada em: segunda-feira, 13 de fevereiro de 2012 05:50 Para: Christian Loos Cc: [email protected] Assunto: Re: [rt-users] Lifecycles: Prevent automatic transition to "open" between active states Good morning, thanks for the quick answer. Actually, deactivating this Scrip entirely is not what I want. What I'd like ist that any correspondence (re?)opens a ticket if it is in an inactive state (like stalled). If, on the other hand, the ticket is in any active state (perhaps except "new" if this is possible) it should retain its state. Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 [email protected] www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -----Ursprüngliche Nachricht----- Von: Christian Loos [mailto:[email protected]] Gesendet: Freitag, 10. Februar 2012 12:00 An: Nehmer Torben Cc: [email protected] Betreff: Re: Lifecycles: Prevent automatic transition to "open" between active states Hi Torben, by default there is an global scrip called "Open Tickets" which set the status to open on correspondence. If you deactivate this scrip the ticket should keep it's status. -Chris Am 10.02.2012 10:32, schrieb Nehmer Torben: > Good day, > > I have a question regarding custom lifecycles. First of all, the full > lifecycle configuration can be seen here on Pastebin in case you need > more information than what I have shown here. > > http://pastebin.com/6SBPwVbB > > I have set a number of active states in the ticket: > > initial => [ 'new' ], > > active => [ 'open', 'inprogress', 'fixed', 'deployed' ], > > inactive => [ 'resolved', 'rejected', 'deleted' ], > > You can change states without much restriction, effectively: > > transitions => { > > '' => [qw(new open resolved)], > > new => [qw(open inprogress fixed deployed resolved > rejected deleted)], > > open => [qw(new inprogress fixed deployed resolved > rejected deleted)], > > inprogress => [qw(new open fixed deployed resolved > rejected deleted)], > > fixed => [qw(new open inprogress deployed resolved > rejected deleted)], > > deployed => [qw(new open inprogress fixed resolved > rejected deleted)], > > resolved => [qw(new open inprogress fixed deployed > rejected deleted)], > > rejected => [qw(new open inprogress fixed deployed > resolved deleted)], > > deleted => [qw(new open inprogress fixed deployed > rejected resolved)], > > }, > > So, now if I have a ticket in the "inprogress" state and generate a > Response using the web interface. I leave the Status field at the > default ("inprogress (unchanged)"). RT then changes the status of the > ticket back to "open". > > How can I prevent this - in other words: Where is the bug in my > configuration? > > Best regards, > Torben Nehmer -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
