On Fri, Feb 28, 2014 at 12:07:18AM +0000, Simon Wilcox wrote: > On 27/02/2014 21:24, Kevin Falcone wrote: > >>Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it > >>moves it to the first active status, so your 'open' is leaking from > >>somewhere else, presumably another scrip with more custom code. > >> > > Yes - we appear to have a Global Scrip (On Correspond Open Tickets) > that re-opens the ticket exactly as you describe (authorised is the > first active status in the transition list for assessed, n.b. not > the first in the active list[1])
You can read the documentation for that Scrip Action to understand how it works. http://bestpractical.com/docs/rt/latest/RT/Action/AutoOpen.html > I think I need to move all the Scrips from Global to Queue based and > then allocate them out to each queue individually. > > I can't seem to find a facility to turn a Global Scrip off on a > per-queue basis. You must have missed this in my previous email. Click on Admin -> Scrips -> Scrip Name click on Applies To Unselect it globally, assign to relevant queues. -kevin
pgp9OGCbm3Lqh.pgp
Description: PGP signature
-- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
