Put a conditional on script On Correspond Open Tickets
Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
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-Mensagem original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Nehmer Torben
Enviada em: segunda-feira, 13 de fevereiro de 2012 05:50
Para: Christian Loos
Cc: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] Lifecycles: Prevent automatic transition to open
between active states
Good morning,
thanks for the quick answer. Actually, deactivating this Scrip entirely is not
what I want.
What I'd like ist that any correspondence (re?)opens a ticket if it is in an
inactive state (like stalled). If, on the other hand, the ticket is in any
active state (perhaps except new if this is possible) it should retain its
state.
Best regards,
Torben Nehmer
---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
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Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
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-Ursprüngliche Nachricht-
Von: Christian Loos [mailto:cl...@netcologne.de]
Gesendet: Freitag, 10. Februar 2012 12:00
An: Nehmer Torben
Cc: rt-users@lists.bestpractical.com
Betreff: Re: Lifecycles: Prevent automatic transition to open between active
states
Hi Torben,
by default there is an global scrip called Open Tickets which set the status
to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.
-Chris
Am 10.02.2012 10:32, schrieb Nehmer Torben:
Good day,
I have a question regarding custom lifecycles. First of all, the full
lifecycle configuration can be seen here on Pastebin in case you need
more information than what I have shown here.
http://pastebin.com/6SBPwVbB
I have set a number of active states in the ticket:
initial = [ 'new' ],
active = [ 'open', 'inprogress', 'fixed', 'deployed' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
You can change states without much restriction, effectively:
transitions = {
'' = [qw(new open resolved)],
new= [qw(open inprogress fixed deployed resolved
rejected deleted)],
open = [qw(new inprogress fixed deployed resolved
rejected deleted)],
inprogress = [qw(new open fixed deployed resolved
rejected deleted)],
fixed = [qw(new open inprogress deployed resolved
rejected deleted)],
deployed = [qw(new open inprogress fixed resolved
rejected deleted)],
resolved = [qw(new open inprogress fixed deployed
rejected deleted)],
rejected = [qw(new open inprogress fixed deployed
resolved deleted)],
deleted= [qw(new open inprogress fixed deployed
rejected resolved)],
},
So, now if I have a ticket in the inprogress state and generate a
Response using the web interface. I leave the Status field at the
default (inprogress (unchanged)). RT then changes the status of the
ticket back to open.
How can I prevent this - in other words: Where is the bug in my
configuration?
Best regards,
Torben Nehmer
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