Re: [rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

2015-09-12 Thread Alex Vandiver 
On Sat, 12 Sep 2015 13:37:51 -0700 Alex Vandiver  wrote:
> On Fri, 11 Sep 2015 14:55:47 -0500 "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

Re: [rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

2015-09-12 Thread Alex Vandiver 
On Fri, 11 Sep 2015 14:55:47 -0500 "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:

https://bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html (search for
Started)

If this was an RT instance that was upgraded from 4.0, the lack of this
behavior my imply that not all upgrade steps were run.
 - Alex

[rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

2015-09-11 Thread k...@rice.edu 
Hi,

I am debugging a problem where the 'Started' Date is not being
set when the ticket status changes from 'new' to 'open' or 'resolved'.
I found the code for when the 'Started' date is set using 'SetStarted()'
that changes the status from 'new' to 'open', but not the code setting
the 'Started' field when the status changes. Can someone give me a
pointer or an idea about where to look?

Regards,
Ken

Re: [rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

2015-09-11 Thread k...@rice.edu 
On Fri, Sep 11, 2015 at 10:48:12AM -0500, k...@rice.edu wrote:
> Hi,
> 
> I am debugging a problem where the 'Started' Date is not being
> set when the ticket status changes from 'new' to 'open' or 'resolved'.
> I found the code for when the 'Started' date is set using 'SetStarted()'
> that changes the status from 'new' to 'open', but not the code setting
> the 'Started' field when the status changes. Can someone give me a
> pointer or an idea about where to look?
> 
> Regards,
> Ken
> 

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.

Regards,
Ken