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
>
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>
> *Von:*rt-users [mailto:[email protected]] *Im
> Auftrag von *Piet Honkoop
> *Gesendet:* Montag, 26. September 2016 15:32
> *An:* Felix Defrance <[email protected]>; [email protected]
> *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
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>
>
> ---------
>
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> https://bestpractical.com/training
>
> * Boston - October 24-26
>
> * Los Angeles - Q1 2017
>
>
>
> --
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> 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
