[rt-users] Send mail to create a ticket (error)
Good day, To request your help to know why not make sending emails to create a new ticket and in updating data and answer the ticket. We are just beginning to know RT version we are currently to implement is the 4.2.9, I hope we can support. Thanks, Greetings !!
[rt-users] Retrieving information from RT-database
Dear Users, I'm writing a pieces of code in Perl to retrieve information directly from the RT internal database. I would like to know if there are some API provided by RT to interact with the database, for example retrieve the list of users and so on. I need this informations out of the web interface. Thank you. Cheers, Luca M.
[rt-users] Connecting to remote MySQL via SSL
I have been tasked with migrating our RT database (MySQL) to a remote server, connection between RT and the database server must be SSL encrypted. I see at [1] that DBD::mysql supports SSL, but the RT documentation [2] seems to imply that RT only supports SSL with PostgreSQL: $DatabaseRequireSSL If you're using PostgreSQL and have compiled in SSL support, set $DatabaseRequireSSL to 1 to turn on SSL communication with the database. What is the status of out-of-the-box support for SSL with MySQL in RT 4.2? Thanks, Nathan [1] https://metacpan.org/pod/DBD::mysql#mysql_ssl [2] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#DatabaseRequireSSL
[rt-users] XLS report failure
Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
[rt-users] Change Control and approvals
I've been looking through the documentation on Approvals and hoped to get a
little user point of view and help. So far this isn't working.
I have a CCB queue and I've made a template named XYZ-CCB
===Create-Ticket: codereview
Subject: Code review for {$Tickets{'TOP'}-Subject}
Depended-On-By: {$Tickets{'TOP'}-Id}
Queue: ___Approvals
Type: approval
Content: Someone has created a ticket. you should review and approve it, so
they can finish their work
ENDOFCONTENT
AdminCC: {
my $group_name = 'My-CCB';
my $groups = RT::Groups-new( $RT::SystemUser );
$groups-LimitToUserDefinedGroups();
$groups-Limit(
'FIELD'= 'Name',
'OPERATOR' = '=',
'VALUE'= $group_name );
$groups-First-Id;
}
After that I made the script as per the docs -
Condition: On Create
Action: create tickets
Template: XYZ-CCB
I'm rather ignorant on this approvals module but as far as I can tell these
appear to be correct however they are not. I'm working on getting educated
on these workflows.
To add to it; I'm being asked for 2 levels of approvals.
So the group My-Bosses will approve it and then that of course goes to
My-Security group. They're the final approval.
So to eat this elephant I'm trying to get the simple single group working.
Has anyone else done multi-group approvals?
As always thank you.
[rt-users] RT 4.2.8 reply emails go out blank
On certain email replies the mail arrives blank to the recipient. In syslog Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line 211. Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text: Can't call method content on an undefined value at /usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line 217.#012#012Stack:#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1804]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:348]#012 [template:6]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:556]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:506]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:434]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:414]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1694]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1617]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1510]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2343]#012 [/opt/rt4/share/html/Ticket/Display.html:165]#012 [/opt/rt4/share/html/Ticket/Update.html:303]#012 [/opt/rt4/share/html/Ticket/autohandler:66]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012 [/opt/rt4/share/html/autohandler:53] Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line 211. Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text: Can't call method content on an undefined value at /usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line 217.#012#012Stack:#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1804]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:348]#012 [template:3]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:556]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:506]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:434]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:414]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1694]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1617]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1510]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2343]#012 [/opt/rt4/share/html/Ticket/Display.html:165]#012 [/opt/rt4/share/html/Ticket/Update.html:303]#012 [/opt/rt4/share/html/Ticket/autohandler:66]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012 [/opt/rt4/share/html/autohandler:53] Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line 211. Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text: Can't call method content on an undefined value at /usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line 217.#012#012Stack:#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012 [/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1804]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:348]#012 [template:3]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:556]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:506]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:434]#012 [/opt/rt4/sbin/../lib/RT/Template.pm:414]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1694]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1617]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1510]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2343]#012 [/opt/rt4/share/html/Ticket/Display.html:165]#012
Re: [rt-users] XLS report failure
Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] Request Tracker
On Wed, 28 Jan 2015 12:29:00 +0200 Andrius Kulbis andrius.kul...@ktu.lt wrote: Maybe you can look through my question? http://requesttracker.8502.n7.nabble.com/Uploading-image-to-Image-CustomField-via-REST-td59382.html Support on the mailing list is provided as we have time to provide it. We support development of RT via support contracts; if you have need of a line to Best Practical to reliably answer your questions, you can chat with sa...@bestpractical.com. Going to personal mail (repeatedly) is a bit rude -- doing so may _decrease_ the chance that your question is answered. Regardless, it looks like the code for setting CF values only deals with the Value part of a CF, not the LargeContent part, which is where file upload CF and image CFs are stored. So no, it looks like it doesn't. - Alex
Re: [rt-users] RT 4.2.8 reply emails go out blank
On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa gilb...@dido.ca wrote: On certain email replies the mail arrives blank to the recipient. This is caused by failure of the HTML - Text rendering engine. It triggers on email (or comments/correspondence) which need to be embedded into plain-text templates; the most common failing case is HTML that includes tables. We're testing a branch (4.2/html-external-formatter) which we expect to be in 4.2.10; it addresses the problem by adding an optional dependency (HTML::FormatExternal) which uses an external text-only browser (such as w3m or elinks) to render the HTML to text. - Alex
Re: [rt-users] Connecting to remote MySQL via SSL
On Thu, 29 Jan 2015 10:59:27 +0100 Nathan Cutler presnyprek...@gmail.com wrote: I have been tasked with migrating our RT database (MySQL) to a remote server, connection between RT and the database server must be SSL encrypted. I see at [1] that DBD::mysql supports SSL, but the RT documentation [2] seems to imply that RT only supports SSL with PostgreSQL: $DatabaseRequireSSL If you're using PostgreSQL and have compiled in SSL support, set $DatabaseRequireSSL to 1 to turn on SSL communication with the database. From a quick skim of the DBIx::SearchBuilder::Handle code[1], that looks to add requiressl=1 to the DSN -- which, even on Pg, doesn't do anything, since the current form is sslmode=require[1]. That option should die, and be replaced by a more generic one that allows one to append arbitrary things to the DSN -- particularly as enabling SSL isn't really an on/off bit, as one needs to talk about verification of the certificate in order for it to provide any security. What is the status of out-of-the-box support for SSL with MySQL in RT 4.2? Add a local overlay of RT::Handle::BuildDSN to add the relevant DSN attributes. A future release will provide rope to do this without an overlay. - Alex [1] https://github.com/bestpractical/dbix-searchbuilder/blob/master/lib/DBIx/SearchBuilder/Handle.pm#L152-L171 [2] https://metacpan.org/pod/DBD::Pg#connect Thanks, Nathan [1] https://metacpan.org/pod/DBD::mysql#mysql_ssl [2] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#DatabaseRequireSSL
Re: [rt-users] Cancel Resolve transaction based on custom fields
On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich jasper.olbr...@students.uni-marburg.de wrote: Is it possible to suppress the status change from open to resolved with a scrip or to include the scrip-induced status change in the result box? Unfortunately, neither of these is possible in stock RT. Scrips can only run _after_ a chance has happened, and thus have no chance of preventing it. They also cannot currently push their results to the user. - Alex
Re: [rt-users] Problem with attachments
On Wed, 28 Jan 2015 11:53:53 + Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Unfortunately we send attachments very rarely, so I cannot exactly say when this behaviour started. It could be that it started from the day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, RT-Extension-SpawnLinkedTicketInQueue-1.01). You may wish to try disabling those extensions temporarily to see if that helps resolve the issue. However, see below. I just finished examining RT's log (in debug mode), regarding a test ticket I created and then resolved adding an attachment. There is no error at all in the log, let alone a warning message that says [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026) but I don't think this is a real problem, since we had have this type of message for a long time with no apparent symptoms (please reply if I'm wrong). That warning is extremely worrisome, and I expect the cause of your problem. You should run `/opt/rt4/sbin/rt-validator`. - Alex
Re: [rt-users] XLS report failure
Thanks for your help Alex! Do you know if there are any DB changes involved? Boris. On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters a...@peters.net wrote: You need to upgrade to v0.08, which has explicit support for RT v4.2. On 30 Jan 2015 7:01 am, Boris Epstein borepst...@gmail.com wrote: According to the PERL code (I am sorry, not sure what the official location for the version string is) this is RT-Extension-SearchResults-XLS v 0.07. Thanks. Boris. On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters a...@peters.net wrote: Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] RT 4.2.8 reply emails go out blank
On Thu, 29 Jan 2015 15:01:07 -0500 Gilbert Rebeiro gilb...@dido.ca wrote: Is there any work around for now? Switching to HTML templates is one solution. This will only mask the issue somewhat, however, as the plain-text alternative part will be blank, and the text/html will appear fine. How would users know their messages went out blank? There's a warning in the logs. The end-users click on the Show Outgoing Email link, if it's available to them, to see what RT sent out. Any idea on when 4.2.10 will be released? I expect a release candidate next week, with the official 4.2.10 a couple weeks thereafter. - Alex
Re: [rt-users] XLS report failure
You need to upgrade to v0.08, which has explicit support for RT v4.2. On 30 Jan 2015 7:01 am, Boris Epstein borepst...@gmail.com wrote: According to the PERL code (I am sorry, not sure what the official location for the version string is) this is RT-Extension-SearchResults-XLS v 0.07. Thanks. Boris. On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters a...@peters.net wrote: Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] RT 4.2.8 reply emails go out blank
Is there any work around for now? How would users know their messages went out blank? Any suggestions would be great! Any idea on when 4.2.10 will be released? Thanks, Gilbert. On 1/29/2015 2:49 PM, Alex Vandiver wrote: On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa gilb...@dido.ca wrote: On certain email replies the mail arrives blank to the recipient. This is caused by failure of the HTML - Text rendering engine. It triggers on email (or comments/correspondence) which need to be embedded into plain-text templates; the most common failing case is HTML that includes tables. We're testing a branch (4.2/html-external-formatter) which we expect to be in 4.2.10; it addresses the problem by adding an optional dependency (HTML::FormatExternal) which uses an external text-only browser (such as w3m or elinks) to render the HTML to text. - Alex
Re: [rt-users] XLS report failure
I have no personal experience with the plugin but its docs seem to suggest that none should be necessary. On 30 Jan 2015 8:01 am, Boris Epstein borepst...@gmail.com wrote: Thanks for your help Alex! Do you know if there are any DB changes involved? Boris. On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters a...@peters.net wrote: You need to upgrade to v0.08, which has explicit support for RT v4.2. On 30 Jan 2015 7:01 am, Boris Epstein borepst...@gmail.com wrote: According to the PERL code (I am sorry, not sure what the official location for the version string is) this is RT-Extension-SearchResults-XLS v 0.07. Thanks. Boris. On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters a...@peters.net wrote: Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] Cancel Resolve transaction based on custom fields
On Jan 29, 2015, at 3:05 PM, Landon Stewart lstew...@iweb.com wrote: In the action (commit) section of the Scrip: $self-TicketObj-Status(open); $self-TicketObj-Comment( Content = Script re-opened because CustomFieldName is .$self-TicketObj-FirstCustomFieldValue(CustomFieldName) ); Oops. Should read Ticket re-opened because... And it should be followed by: return 1; Landon Stewart : lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932 signature.asc Description: Message signed with OpenPGP using GPGMail
Re: [rt-users] Cancel Resolve transaction based on custom fields
On Thu, Jan 29, 2015 at 03:04:55PM -0500, Alex Vandiver wrote: On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich jasper.olbr...@students.uni-marburg.de wrote: Is it possible to suppress the status change from open to resolved with a scrip or to include the scrip-induced status change in the result box? Unfortunately, neither of these is possible in stock RT. Scrips can only run _after_ a chance has happened, and thus have no chance of preventing it. They also cannot currently push their results to the user. If you merely need has a value rather than has a specific value you may want https://metacpan.org/release/RT-Extension-MandatoryOnTransition Regardless, you may be able to use its code to write your preferred solution that cancels the Resolve. -kevin pgplDf3sO4bdD.pgp Description: PGP signature
Re: [rt-users] Cancel Resolve transaction based on custom fields
On Jan 28, 2015, at 5:27 AM, Jasper Olbrich jasper.olbr...@students.uni-marburg.de wrote: Hello, I want to cancel or undo the Mark as Resolved transaction based on the content of custom fields. Currently I'm using a Scrip and I'm only able to do the following: * access the custom fields * make the decision * comment on the ticket with the reason why it can't be resolved * reopen the ticket From the ticket's history, I can tell that it is resolved first, then my scrip adds the comment and reopens it. But yellow Results box shows only Status changed from open to resolved. Is it possible to suppress the status change from open to resolved with a scrip or to include the scrip-induced status change in the result box? I hope I'm understanding this correctly... I would use a Scrip with a condition of On Resolve and have the scrip evaluate the ticket to see if it should be reopened. If it should be reopened the action portion of the scrip would open the ticket via $self-TicketObj-Status(open) again. Name of Scrip: On Resolve Reopen if CustomFieldName Contains Some Text Condition: Select On Resolve In the preparation section of the Scrip: return 0 unless $self-TicketObj-FirstCustomFieldValue(CustomFieldName) =~ /Some Text/; return 1; In the action (commit) section of the Scrip: $self-TicketObj-Status(open); $self-TicketObj-Comment( Content = Script re-opened because CustomFieldName is .$self-TicketObj-FirstCustomFieldValue(CustomFieldName) ); Maybe? Landon Stewart : lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932 signature.asc Description: Message signed with OpenPGP using GPGMail
