Admin: 2 revisions imported

2016-04-06T20:15:46Z

2 revisions imported

New page

(Also, check out [[AnyTransactionSource]] which allows you to differentiate internal and external correspondence in scrips)

---

When creating a custom status I needed the ability to prevent the status from automatically transitioning to open on any correspondence.

My specific scenerio was that I created a status that represents "Awaiting Customer Response" (acr). At predefined periods I send out reminder emails that we are still waiting for a response. Each time I sent out the email the ticket would get set back to the "open" status and reminders would no longer go out. I need the status of the ticket to remain "acr".

=== rt3/etc/RT_Config.pm ===

...
@ActiveStatus = qw(new open stalled customstat) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
@NonTransitioningStatus = qw(new open customstat) unless @NonTransitioningStatus;
...

=== rt3/lib/RT/Action/AutoOpen.pm ===

Change this

<nowiki>...
# {{{ sub Prepare
sub Prepare {
my $self = shift;

# if the ticket is already open or the ticket is new and the message is more mail from the
# requestor, don't reopen it.

if ( $self->TicketObj->Status eq 'open' )
|| ( ( $self->TicketObj->Status eq 'new' )
&& $self->TransactionObj->IsInbound )
) {

return undef;
}
else {
return (1);
}
}
# }}}
...

</nowiki>

To this

<nowiki>...
# {{{ sub Prepare
sub Prepare {
my $self = shift;

# if the ticket is already open or the ticket is new and the message is more mail from the
# requestor, don't reopen it.
# if it is a NonTransitioningStatus don't reopen.

my %nonTransitioningStatus = ();

if( @RT::NonTransitioningStatus ){
for(@RT::NonTransitioningStatus) { %nonTransitioningStatus = ($_ => 1); }
}

if ( ( ( $self->TicketObj->Status eq 'new' )
&& $self->TransactionObj->IsInbound )
|| (%nonTransitioningStatus)[$self->TicketObj->Status]
) {

return undef;
}
else {
return (1);
}
}
# }}}
...
</nowiki>

NonTransitioningStatus - Revision history

Admin: 2 revisions imported