On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote: > New tickets don't have values for started set. This is as expected, > but it should be set, when a comment is made or an answer is sent. > When a new ticket is replied, the started date is not set. Even > after commenting the ticket afterwards, the date is not set. > When a different new ticket is commented, the started date is set > correctly. > This still happens in RT 3.8.13.
Started is set when a ticket transitions from an initial state to an active or inactive state. The most common of these would be new -> open. I suspect you're running into the case that a Reply triggers the On Correspon Open Tickets Scrip which transitions the ticket from new to open, setting Started. A Comment does not trigger this scrip, does not change the status and thus does not set Started. You could add a scrip for On Comment Open Tickets, but be aware of the other behavior that'll add (a comment will flip a ticket from resolved or stalled to open, whereas before it wouldn't). -kevin
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