On Thu, Aug 04, 2011 at 02:29:37PM +0100, Mark Goodge wrote: > Hi, > > How can I configure RT so that a ticket which has previously been > assigned to a user and resolved is automatically re-assigned back to > the default of 'nobody' if re-opened by an incoming email? > > To give some background on this request, we've recently switched > from a normal, 9-5 weekday only working week for customer services > to an extended hours 7-day operation. What that means is that if a > customer replies to a ticket which has previously been closed, the > CS rep who originally dealt with it may not be on shift when the > reply comes in. So, instead of opening back up in their own queue, > we want all re-opened tickets to appear in the default queue so that > they're available to be taken by the first person who is free to > deal with it. > > I'm not an RT expert, so if this kind of thing is already answered > in the documentation then feel free to just point me at the right > place.
The On Reopen condition will trigger any time the ticket moves from an inactive status to an active status. You could use that plus a 1 line custom action to set the owner to nobody, if you're ok with the possible failure modes (internal user manually reopening a ticket). If you need it to be explicitly a part of the On Correspond Open Tickets scrip, you'll need to extend the AutoOpen action a bit to change the owner. -kevin
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