Conditional Reopen Reject - Revision history

Iizuki: An improved version inspired by the original work. The functionality remains the same, but the code is refactored into two scripts. This avoids making dubious changes in the custom condition, and uses standard RT actions instead.

2023-06-14T05:55:26Z

An improved version inspired by the original work. The functionality remains the same, but the code is refactored into two scripts. This avoids making dubious changes in the custom condition, and uses standard RT actions instead.

Show changes

Cris70: Corrected formatting for the new wiki

2016-06-20T07:51:27Z

Corrected formatting for the new wiki

← Older revision		Revision as of 03:51, 20 June 2016
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	'''Custom condition:'''		'''Custom condition:'''
			<pre>
	my $Days = 606024*7; # 7 days		my $Days = 606024*7; # 7 days

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	}		}
			</pre>
	'''Custom action preparation code:''' empty		'''Custom action preparation code:''' empty

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	'''Content:'''		'''Content:'''
			<pre>
	Subject: WARNING - TICKET REJECTED: {$Ticket->Subject}		Subject: WARNING - TICKET REJECTED: {$Ticket->Subject}

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	RT for {$Ticket->QueueObj->SubjectTag \|\| $rtname}		RT for {$Ticket->QueueObj->SubjectTag \|\| $rtname}
			</pre>

Cris70 at 06:57, 20 June 2016

2016-06-20T06:57:24Z

← Older revision		Revision as of 02:57, 20 June 2016
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	Contributed by [~~http~~:~~//wiki.bestpractical.com/view/Cris~~ Cris]		Contributed by [[User:Cris70\|Cris]]

	==Introduction==		==Introduction==

Admin: 2 revisions imported

2016-04-06T20:03:26Z

2 revisions imported

← Older revision		Revision as of 16:03, 6 April 2016
(No difference)

Cris70: Added author reference

2014-05-02T15:05:30Z

Added author reference

← Older revision		Revision as of 11:05, 2 May 2014
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			Contributed by [http://wiki.bestpractical.com/view/Cris Cris]

	==Introduction==		==Introduction==

	Conditional Reopen Reject lets you decide that, after a set amount of time since resolution, users won't be able to reopen a ticket.		Conditional Reopen Reject lets you decide that, after a set amount of time since resolution, users won't be able to reopen a ticket.

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	I hope you enjoy it!		I hope you enjoy it!

Cris70: New article

2014-05-02T15:03:03Z

New article

New page

==Introduction==

Conditional Reopen Reject lets you decide that, after a set amount of time since resolution, users won't be able to reopen a ticket.

It works with a scrip and a template, as explained below.

==Setting up the scrip==

We have had this customization installed for so long that I do not remember the default configuration of RT. I believe a script called "On Correspond Open Tickets" already exists in a default installation.

You have to change it (or create it if it doesn't exist) the following way.

Keep in mind that this is configured so that tickets become non-reopenable after a week since resolution. If you want a different timeframe, just change the ''$Days'' variable.

'''Description:''' On Correspond Open Tickets

'''Condition:''' User defined

'''Action:''' Autoreply to requestors

'''Template:''' Conditional Reopen Reject

'''Applies to:''' Global

'''Custom condition:'''
my $Days = 60*60*24*7; # 7 days

my $TransactionObj = $self->TransactionObj;

my $TicketObj = $self->TicketObj;

my $QueueObj = $TicketObj->QueueObj;

my $QueueName = $QueueObj->Name;

return 0 unless $TransactionObj->Type eq 'Correspond';

# begin debug section #############

my $dr = $TicketObj->ResolvedObj->Unix;

my $tt = time() - $TicketObj->ResolvedObj->Unix;

$RT::Logger->info( "> -- Scrip 1 --\n" );

$RT::Logger->info( "> DataRisoluzione: $dr \n" );

$RT::Logger->info( "> TempoTrascorso: $tt \n" );

# InBound should be true only if the email comes from the original requestor

if ( $TransactionObj->IsInbound ) {$RT::Logger->info("> Inbound\n");}

if ( $QueueObj->IsInactiveStatus( $TicketObj->Status ) ) {$RT::Logger->info("> Inactive\n");}

# end debug section #############

if ( $TransactionObj->IsInbound &&

$QueueObj->IsInactiveStatus( $TicketObj->Status ) &&

time() - $TicketObj->ResolvedObj->Unix > $Days ) {

return 1; # send mail template

} else {

$TicketObj->SetStatus( 'open' );

return 0; # don't send mail template

}
'''Custom action preparation code:''' empty

'''Custom action commit code:''' empty

==Setting up the template==

This is how the template should be configured:

'''Name:''' Conditional Reopen Reject

'''Description:''' Reject reopen if ticket has been closed for more than X days

'''Type:''' Perl

'''Content:'''
Subject: WARNING - TICKET REJECTED: {$Ticket->Subject}

Ticket #{$Ticket->id()} has been closed for more than 7 days: it is not possible to reopen it.

Please submit a new ticket instead.

Thank you

RT for {$Ticket->QueueObj->SubjectTag || $rtname}

OK, that's all.

I hope you enjoy it!