Good afternoon, as I'm sure you know RT has a feature wherby if somebody
replies to a ticket that has already been resolved, it gets automatically
re-opened.
That's grand, but I want to add a function so that if such a ticket does get
re-opened, it also gets assigned to nobody, so that it goes back in to the
general queue.
I've tried modifying the existing auto-open function in global scripts by
changing the action to user defined, but I've been having some trouble
I've put this (and similar) in the custom action cleanup code
$self->TicketObj->SetOwner( $RT::Nobody->id );
$self->TargetObj->SetStatus('open');
return 1;
but all it ever does is re-open the ticket. I can't even seem to break it,
never mind get it to do what I want.
Cany anyone point me in the right direction?
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