I will like to create a scrip where the status of a ticket is automatically
changed from open to stalled when a Owner replies to a requestor. I am using
rt-crontool to monitor the status of the tickets and auto resolve the ticket
after 72 hours of inactivity. I created a custom field to monitor the status
of the crontool, but my problem is that when the customer replies, I can’t rely
on my techs to change the status of the ticket manually.
I tried creating User Defined Scrip which works fine, exept it executes each
time, indiscriminately. Let me try to explain, I have one script that changes
the status from open to stalled, when a technician replies, and another that
changed the status back to open when the customer/requestor replies. I can see
that both scrips are executing at the same time regardless of who initiated the
correspondence.
I know that I am missing something basic, but I don’t know what. Can anyone
help.
Scrip 1 customer reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' ');
$self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
$self->TicketObj->SetStatus("open");
return 1;
Scrip 2 Owner reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
'Awaiting Customer');
$self->TicketObj->SetStatus("stalled");
return 1;
Thanks…
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