On Tue, Mar 20, 2012 at 10:34:42AM +0100, [email protected] wrote: > > We automatically close our tickets when replying to the requestor. > > > > In RT3 I changed .../Ticket/Update.html > > > > from: > > > > if ($DefaultStatus =~ '~new$') { > > > > $DefaultStatus = 'open'; > > > > } > > >>We actually removed this code in 4.0, because all the status changes > >>are controlled by Lifecycles or Scrips > > > *** If you use a scrip, the ticket will always be closed (it's a post > > action). > > Default behavior should be: close it, but users should be able to > > override this by selecting > > another status from the drop down box. > > >>That's what happens with On Correspond Open Ticket, the default RT > >>scrip. If you notice, you can pick Resolve on the list and it'll end > >>up resolved, even if you correspond. You can also use Lifecycles to > >>control some of the tabs that users use to get to the Reply page. > >>You may need to use a callback to modify the Menu that links Reply. > > Lifecycles can't do the trick for this scenario. > I'm trying to write a callback that changes the status depending on > comment/respond. > > SelectStatus DefaultLabel should become 'resolved' in the update.html screen > when you select Correspond. > SelectStatus DefaultLabel should stay unchanged in the update.html screen > when you select Comment. > > But I don't seem t find the correct 'hook' to do this.
You want the Privileged callback in Elements/Tabs so you can change the arguments passed in the link. You'll need to poke around in the data structure you get back from PageMenu using the API in RT::Interface::Web::Menu. There's a wiki page about adding menu items you might find helpful. -kevin
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