Re: [rt-users] On Correspond - Open ticket

2012-12-04 Thread Kevin Falcone 
On Fri, Nov 30, 2012 at 01:00:54PM +, Nick Fennell wrote:
Actually, some additional information to this.
The scrip may in fact be working but from the opposite way to what I 
 want/expect.
When customer correspondence is received, the ticket status (on a resolved 
 ticket) is set to
Open.
However, what I want is when correspondence is added to a ticket with 
 status = New, set it to
Open.

On Correspond Open Tickets will flip a ticket from new - open or
resolved - open when correspondence happens.

Please note that it has a lot of tweaks (so, if a requestor requests a
ticket and then replies to the Autoreply email, it won't go new -
open) and other related things.

You can read more about the action here
http://bestpractical.com/rt/docs/latest/RT/Action/AutoOpen.html

-kevin


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Re: [rt-users] On Correspond - Open ticket

2012-12-03 Thread Joe Harris 
Nick,
Did you hear any answers on this request?  We are researching the
exact same thing since moving from 3.8.9 to 4.0.5.

On Fri, Nov 30, 2012 at 8:00 AM, Nick Fennell
nick.fenn...@appliansys.com wrote:
 Actually, some additional information to this.

 The scrip may in fact be working but from the opposite way to what I
 want/expect.

 When customer correspondence is received, the ticket status (on a resolved
 ticket) is set to Open.

 However, what I want is when correspondence is added to a ticket with status
 = New, set it to Open.


 --
 Nick Fennell
 ApplianSys Support Team Leader

 ApplianSys Limited
 University of Warwick Science Park
 Business Innovation Centre
 Harry Weston Road
 Coventry CV3 2TX

 t: +44 (0) 870 7707 789
 s: nick-fennell
 www.appliansys.com

 Our sales team sells by referral:
 Less time looking for customers, more time looking after them

 Subscribe: http://eepurl.com/ibKtY

 On 30 Nov 2012, at 12:54, Nick Fennell nick.fenn...@appliansys.com wrote:

 Hi All,

 I have a Scrip defined as follows;

 Description: On correspond Open Ticket
 Condition: On Correspond
 Action: Open Tickets
 Template: Global template: Blank
 Stage: TransactionCreate

 This worked on RT3.8.8 but now doesn't work on RT4.0.8

 The only item of relevance I can see in the log file;

 {{{
 Skipping Scrip #1 because it didn't Prepare
 (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)
 }}}

 Any ideas?

 Thanks.
 --
 Nick Fennell
 ApplianSys Support Team Leader

 ApplianSys Limited
 University of Warwick Science Park
 Business Innovation Centre
 Harry Weston Road
 Coventry CV3 2TX

 t: +44 (0) 870 7707 789
 s: nick-fennell
 www.appliansys.com

 Our sales team sells by referral:
 Less time looking for customers, more time looking after them

 Subscribe: http://eepurl.com/ibKtY



 
 We're hiring! http://bestpractical.com/jobs


We're hiring! http://bestpractical.com/jobs

[rt-users] On Correspond - Open ticket

2012-11-30 Thread Nick Fennell 
Hi All,

I have a Scrip defined as follows;

Description: On correspond Open Ticket
Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

This worked on RT3.8.8 but now doesn't work on RT4.0.8

The only item of relevance I can see in the log file;

{{{
Skipping Scrip #1 because it didn't Prepare 
(/opt/rt4/sbin/../lib/RT/Scrips.pm:237)
}}}

Any ideas?

Thanks.
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY


We're hiring! http://bestpractical.com/jobs

Re: [rt-users] On Correspond - Open ticket

2012-11-30 Thread Nick Fennell 
Actually, some additional information to this.

The scrip may in fact be working but from the opposite way to what I 
want/expect.

When customer correspondence is received, the ticket status (on a resolved 
ticket) is set to Open.

However, what I want is when correspondence is added to a ticket with status = 
New, set it to Open.

-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 30 Nov 2012, at 12:54, Nick Fennell nick.fenn...@appliansys.com wrote:

 Hi All,
 
 I have a Scrip defined as follows;
 
 Description: On correspond Open Ticket
 Condition: On Correspond
 Action: Open Tickets
 Template: Global template: Blank
 Stage: TransactionCreate
 
 This worked on RT3.8.8 but now doesn't work on RT4.0.8
 
 The only item of relevance I can see in the log file;
 
 {{{
 Skipping Scrip #1 because it didn't Prepare 
 (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)
 }}}
 
 Any ideas?
 
 Thanks.
 -- 
 Nick Fennell
 ApplianSys Support Team Leader
 
 ApplianSys Limited
 University of Warwick Science Park
 Business Innovation Centre
 Harry Weston Road
 Coventry CV3 2TX
 
 t: +44 (0) 870 7707 789
 s: nick-fennell
 www.appliansys.com
 
 Our sales team sells by referral:
 Less time looking for customers, more time looking after them
 
 Subscribe: http://eepurl.com/ibKtY
 


We're hiring! http://bestpractical.com/jobs