Re: [rt-users] Change status to open when user respond to a ticket.
Hi,
I tested this scrip last week and it work's for me ;)
Cheers
Félix.
Le 26/09/2016 à 18:31, Felix Defrance a écrit :
> Thx for the doc Vinzenz.
>
> And now, do you think my scrip below will do the job ? (I'm not familar with
> perl..)
>
> ## --- Condition: User defined
> ## --- Action: User defined
> ## --- Template: blank
>
> ## --- Custom Condition:
>
> return 0 unless (
> $self->TransactionObj->Type eq "Correspond"
> && $self->TicketObj->QueueObj->Name eq "customercare"
> && $self->TicketObj->Status eq "customer_feedback_required"
> );
> return 1;
>
>
>
> ## --- Custom action preparation code:
> return 1;
>
>
> ## --- Custom action cleanup code:
> $self->TicketObj->SetStatus("open");
>
> Félix.
>
>
> Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>>
>> Hi,
>>
>>
>>
>> I solved this by creating a custom scrip. Take a look at
>> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
>> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>>
>>
>>
>> Cheers,
>>
>> Vinzenz
>>
>> Vinzenz Sinapius
>> Information Technology | Informationstechnik
>>
>> *trace**tronic***GmbH
>> Stuttgarter Str. 3
>> 01189 DRESDEN
>> GERMANY
>>
>> Phone: +49 351 205768-167
>> Fax: +49 351 205768-999
>> E-mail: vinzenz.sinap...@tracetronic.de
>> <mailto:vinzenz.sinap...@tracetronic.de>
>>
>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>> Dr.-Ing. Peter Strähle
>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>
>>
>>
>> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
>> Auftrag von *Piet Honkoop
>> *Gesendet:* Montag, 26. September 2016 15:32
>> *An:* Felix Defrance ;
>> rt-users@lists.bestpractical.com
>> *Betreff:* Re: [rt-users] Change status to open when user respond to
>> a ticket.
>>
>>
>>
>> Hi,
>>
>> I'm curious how to solve this one too :)
>>
>> even a bit more specific: if the requestor mails, reset status (so
>> not 'anybody')
>>
>> Best regards,
>>
>> Piet
>>
>>
>>
>> On 26-9-2016 14:46, Felix Defrance wrote:
>>
>> Hi,
>>
>>
>> I need to change ticket status to open when anybody respond to a
>> ticket by email or web UI and when the ticket is in a specific
>> status.
>>
>> This is a custom lifecycle, without stalled status, and which the
>> stalled status is a custom named status.
>>
>> So anybody known, how i could do the same "lifecycle" as stalled,
>> but for another status ?
>>
>> Thx,
>>
>> --
>>
>> Félix Defrance
>>
>> PGP: 0x0F04DC57
>>
>>
>> --
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>>
>> -
>>
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>>
>> * Boston - October 24-26
>>
>> * Los Angeles - Q1 2017
>>
>>
>>
>> --
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>
> --
> Félix Defrance
> PGP: 0x0F04DC57
--
Félix Defrance
PGP: 0x0F04DC57
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
Re: [rt-users] Change status to open when user respond to a ticket.
Thx for the doc Vinzenz.
And now, do you think my scrip below will do the job ? (I'm not familar with
perl..)
## --- Condition: User defined
## --- Action: User defined
## --- Template: blank
## --- Custom Condition:
return 0 unless (
$self->TransactionObj->Type eq "Correspond"
&& $self->TicketObj->QueueObj->Name eq "customercare"
&& $self->TicketObj->Status eq "customer_feedback_required"
);
return 1;
## --- Custom action preparation code:
return 1;
## --- Custom action cleanup code:
$self->TicketObj->SetStatus("open");
Félix.
Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>
> Hi,
>
>
>
> I solved this by creating a custom scrip. Take a look at
> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>
>
>
> Cheers,
>
> Vinzenz
>
> Vinzenz Sinapius
> Information Technology | Informationstechnik
>
> *trace**tronic***GmbH
> Stuttgarter Str. 3
> 01189 DRESDEN
> GERMANY
>
> Phone: +49 351 205768-167
> Fax: +49 351 205768-999
> E-mail: vinzenz.sinap...@tracetronic.de
> <mailto:vinzenz.sinap...@tracetronic.de>
>
> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
> Dr.-Ing. Peter Strähle
> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>
>
>
> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Piet Honkoop
> *Gesendet:* Montag, 26. September 2016 15:32
> *An:* Felix Defrance ; rt-users@lists.bestpractical.com
> *Betreff:* Re: [rt-users] Change status to open when user respond to a
> ticket.
>
>
>
> Hi,
>
> I'm curious how to solve this one too :)
>
> even a bit more specific: if the requestor mails, reset status (so not
> 'anybody')
>
> Best regards,
>
> Piet
>
>
>
> On 26-9-2016 14:46, Felix Defrance wrote:
>
> Hi,
>
>
> I need to change ticket status to open when anybody respond to a
> ticket by email or web UI and when the ticket is in a specific status.
>
> This is a custom lifecycle, without stalled status, and which the
> stalled status is a custom named status.
>
> So anybody known, how i could do the same "lifecycle" as stalled,
> but for another status ?
>
> Thx,
>
> --
>
> Félix Defrance
>
> PGP: 0x0F04DC57
>
>
> --
> Dit bericht is gescanned op virussen en andere gevaarlijke
> inhoud door *MailScanner* en lijkt schoon te zijn.
>
>
> -
>
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
>
> * Boston - October 24-26
>
> * Los Angeles - Q1 2017
>
>
>
> --
> Dit bericht is gescanned op virussen en andere gevaarlijke
> inhoud door *MailScanner* en lijkt schoon te zijn.
>
--
Félix Defrance
PGP: 0x0F04DC57
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
Re: [rt-users] Change status to open when user respond to a ticket.
Hi, I solved this by creating a custom scrip. Take a look at https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets Cheers, Vinzenz Vinzenz Sinapius Information Technology | Informationstechnik tracetronic GmbH Stuttgarter Str. 3 01189 DRESDEN GERMANY Phone: +49 351 205768-167 Fax: +49 351 205768-999 E-mail: vinzenz.sinap...@tracetronic.de<mailto:vinzenz.sinap...@tracetronic.de> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Piet Honkoop Gesendet: Montag, 26. September 2016 15:32 An: Felix Defrance ; rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Change status to open when user respond to a ticket. Hi, I'm curious how to solve this one too :) even a bit more specific: if the requestor mails, reset status (so not 'anybody') Best regards, Piet On 26-9-2016 14:46, Felix Defrance wrote: Hi, I need to change ticket status to open when anybody respond to a ticket by email or web UI and when the ticket is in a specific status. This is a custom lifecycle, without stalled status, and which the stalled status is a custom named status. So anybody known, how i could do the same "lifecycle" as stalled, but for another status ? Thx, -- Félix Defrance PGP: 0x0F04DC57 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Change status to open when user respond to a ticket.
Hi, I'm curious how to solve this one too :) even a bit more specific: if the requestor mails, reset status (so not 'anybody') Best regards, Piet On 26-9-2016 14:46, Felix Defrance wrote: Hi, I need to change ticket status to open when anybody respond to a ticket by email or web UI and when the ticket is in a specific status. This is a custom lifecycle, without stalled status, and which the stalled status is a custom named status. So anybody known, how i could do the same "lifecycle" as stalled, but for another status ? Thx, -- Félix Defrance PGP: 0x0F04DC57 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door *MailScanner* en lijkt schoon te zijn. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Change status to open when user respond to a ticket.
Hi, I need to change ticket status to open when anybody respond to a ticket by email or web UI and when the ticket is in a specific status. This is a custom lifecycle, without stalled status, and which the stalled status is a custom named status. So anybody known, how i could do the same "lifecycle" as stalled, but for another status ? Thx, -- Félix Defrance PGP: 0x0F04DC57 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
