Hi, I tested this scrip last week and it work's for me ;)
Cheers Félix. Le 26/09/2016 à 18:31, Felix Defrance a écrit : > Thx for the doc Vinzenz. > > And now, do you think my scrip below will do the job ? (I'm not familar with > perl..) > > ## --- Condition: User defined > ## --- Action: User defined > ## --- Template: blank > > ## --- Custom Condition: > > return 0 unless ( > $self->TransactionObj->Type eq "Correspond" > && $self->TicketObj->QueueObj->Name eq "customercare" > && $self->TicketObj->Status eq "customer_feedback_required" > ); > return 1; > > > > ## --- Custom action preparation code: > return 1; > > > ## --- Custom action cleanup code: > $self->TicketObj->SetStatus("open"); > > Félix. > > > Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit : >> >> Hi, >> >> >> >> I solved this by creating a custom scrip. Take a look at >> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and >> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets >> >> >> >> Cheers, >> >> Vinzenz >> >> Vinzenz Sinapius >> Information Technology | Informationstechnik >> >> *trace**tronic***GmbH >> Stuttgarter Str. 3 >> 01189 DRESDEN >> GERMANY >> >> Phone: +49 351 205768-167 >> Fax: +49 351 205768-999 >> E-mail: vinzenz.sinap...@tracetronic.de >> <mailto:vinzenz.sinap...@tracetronic.de> >> >> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY >> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, >> Dr.-Ing. Peter Strähle >> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 >> >> >> >> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im >> Auftrag von *Piet Honkoop >> *Gesendet:* Montag, 26. September 2016 15:32 >> *An:* Felix Defrance <fe...@d2france.fr>; >> rt-users@lists.bestpractical.com >> *Betreff:* Re: [rt-users] Change status to open when user respond to >> a ticket. >> >> >> >> Hi, >> >> I'm curious how to solve this one too :) >> >> even a bit more specific: if the requestor mails, reset status (so >> not 'anybody') >> >> Best regards, >> >> Piet >> >> >> >> On 26-9-2016 14:46, Felix Defrance wrote: >> >> Hi, >> >> >> I need to change ticket status to open when anybody respond to a >> ticket by email or web UI and when the ticket is in a specific >> status. >> >> This is a custom lifecycle, without stalled status, and which the >> stalled status is a custom named status. >> >> So anybody known, how i could do the same "lifecycle" as stalled, >> but for another status ? >> >> Thx, >> >> -- >> >> Félix Defrance >> >> PGP: 0x0F04DC57 >> >> >> -- >> Dit bericht is gescanned op virussen en andere gevaarlijke >> inhoud door *MailScanner* en lijkt schoon te zijn. >> >> >> --------- >> >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> >> * Boston - October 24-26 >> >> * Los Angeles - Q1 2017 >> >> >> >> -- >> Dit bericht is gescanned op virussen en andere gevaarlijke >> inhoud door *MailScanner* en lijkt schoon te zijn. >> > > -- > Félix Defrance > PGP: 0x0F04DC57 -- Félix Defrance PGP: 0x0F04DC57
--------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017