On 28/02/2014 02:34, Kevin Falcone wrote:
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
Many thanks - I'll read up on that.
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.
No, I didn't miss it but that's not the same thing although it achieves
the same end effect. I understand that this is the correct way to do
what I want and I'll be implementing it this way today.
I have a much better idea of how these things work now, thank you for
your advice :-)
Simon.
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