On Sat, 12 Sep 2015 13:37:51 -0700 Alex Vandiver <a...@chmrr.net> wrote: > On Fri, 11 Sep 2015 14:55:47 -0500 "k...@rice.edu" <k...@rice.edu> > wrote: > > Just to follow-up. I made a global scrip to set the 'Started' date > > field when it is un-set and the transaction is a status change from > > 'new' to either 'open' or 'resolved'. I thought that this was > > handled by RT internally when the status changed from 'new' but I > > could not find any place in the code that handled it. > > This was in core code in RT 4.0, but was moved to a global scrip in RT > 4.2: [snip]
Sorry, I mis-read your question; the scrip in question is for the opposite (opening the ticket if Started is set). The code that sets Started when a ticket is moved to a non-initial state is: https://github.com/bestpractical/rt/blob/stable/lib/RT/Ticket.pm#L2393-L2403 The only thing that could be causing that to not fire is if you have a custom lifecycle with all-Initial statuses. - Alex