On Mon, Jun 03, 2013 at 02:31:03PM +0200, Daniel Schwager wrote: > we added a new state to our rt3.8.17 called "wcr" > (Waiting for Customer Response to a question in the ticket). > > Normally, if we reply to a customer ticket, > we change the state from "open" to "wcr" while replying (Update.html). > > Is there a possibility to change rt/Ticket/Update.html (maybe with > callbacks) > by default that the status is set to "wcr" instead of "open" ?
In 4.0, you could actually leverage a bug in the auto-open scrip. On 3.8, I'd turn off SuppressAutoOpenOnUpdate and clone the AutoOpen.pm scrip action. You *might* be able to use the BeforeUpdate callback in Update.html to change the DefaultStatus key in the ARGSRef argument, but I don't have time to do a quick proof of concept so you'd need to play around with it. -kevin
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