Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 11:03:19 -0500, Dave Wells wrote: > Thanks very much for the info, makes sense now. > > If I change html/Ticket/Update.html to set the status default to new, do > you think this would cause any issues? > I think this code (along with the global scrip) is just helping to implement the business rule that any change to a new ticket automatically opens the ticket. That way, you can distinguish between untouched tickets and ones that are actively being worked on. So if you don't want that business rule, I don't think there'd be any harm in removing the code. I do think it would be neater to remove the code, so that the drop-down default is whatever the ticket status is. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
Thanks very much for the info, makes sense now. If I change html/Ticket/Update.html to set the status default to new, do you think this would cause any issues? -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:56 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells wrote: > Hi, > > Nope this is purely a comment via the web interface. I have also > removed the default script mentioned. > This finally rang a bell - if you look at html/Ticket/Update.html you'll see code that sets the status drop down default to 'open' if the ticket status is 'new'. So when you submit a comment the status is updated. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 10:41:03 -0500, Jerrad Pierce wrote: >> On Correspond Open Tickets with template Blank > It's a customization on the wiki, not a part of the core as far I've > ever seen. > There are also variants like "take on correspond iff unowned & admincc," > which we recently implemented here with success. I'm seeing that scrip definition as part of /etc/initialdata (rt 3.8.0). It's been set up by default on every RT install I've done. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells wrote: > Hi, > > Nope this is purely a comment via the web interface. I have also removed > the default script mentioned. > This finally rang a bell - if you look at html/Ticket/Update.html you'll see code that sets the status drop down default to 'open' if the ticket status is 'new'. So when you submit a comment the status is updated. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. The scripts I have set are as follows: Scrips which apply to all queues Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify AdminCcs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Ccs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Owner with template ReplyToResolved On a Reply(correspondance) to a resolved ticket set the status back to new On Reply to Resolved Ticket User Defined with template Blank For CC and BCC Field On Correspond Notify Other Recipients with template Correspondence for CC and BCC Field On Comment Notify Other Recipients with template Correspondence Queue Scrips On Resolve Notify Requestors with template Resolved On Resolve Notify AdminCcs with template Resolved On Resolve Notify Owner with template Resolved On Correspond Notify Requestors with template Correspondence On Create Notify Owner with template Admin Comment On Create Notify Requestors, Ccs and AdminCcs with template Admin Comment On Correspond Notify Owner with template Correspondence Thanks Dave -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:31 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells wrote: > Hi Guys, > Just a quick question, when our users comment on a ticket in a new > state, the ticket is automatically moved to an open state. > There are no scripts I can find that carry out this action, is this a > default action and if it is can it be changed? > Many Thanks > Dave > Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
> On Correspond Open Tickets with template Blank It's a customization on the wiki, not a part of the core as far I've ever seen. There are also variants like "take on correspond iff unowned & admincc," which we recently implemented here with success. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells wrote: > Hi Guys, > Just a quick question, when our users comment on a ticket in a new > state, the ticket is automatically moved to an open state. > There are no scripts I can find that carry out this action, is this a > default action and if it is can it be changed? > Many Thanks > Dave > Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On Comment set to open
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On Comment set to open
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
