Tharn at 22:57, 13 August 2016

2016-08-13T22:57:47Z

← Older revision		Revision as of 18:57, 13 August 2016
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	The following Perl script is used to register i.e. active the above code in RT and is no longer necessary afterwards:		The following Perl script is used to register i.e. active the above code in RT and is no longer necessary afterwards:

	<~~nowiki~~>#!/home/rt/perl/bin/perl		<pre>
			#!/home/rt/perl/bin/perl
	use strict;		use strict;
	use Unicode::String qw(utf8 latin1);		use Unicode::String qw(utf8 latin1);
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	ApplicableTransTypes => 'Any'		ApplicableTransTypes => 'Any'
	);		);
	</~~nowiki~~>		</pre>

	== problems ==		== problems ==

Admin: 2 revisions imported

2016-04-06T20:36:16Z

2 revisions imported

New page

[[HomePage]] > [[Contributions]] > [[ReplyToResolved]]

= ReplyToResolved =

== Introduction ==

this is a simple scrip to catch correspondence/reply to ticket marked 'resolved'

== the scrip condition ==

Save this file as e.g. /usr/local/share/request-tracker3.6/lib/RT/Condition/[[ReplyToResolvedTicket]].pm

package RT::Condition::ReplyToResolvedTicket;
use strict;
use base qw(RT::Condition::Generic); # thanks Ruslan for the suggestion
sub IsApplicable {
my $self = shift;
my $ticket = $self->TicketObj;
my $transaction = $self->TransactionObj;
if ((($transaction->Type eq 'Correspond') || ($transaction->Type eq 'Comment')) &&
$ticket->Status eq 'resolved' &&
$transaction->Creator != 1) { # prevent loop
return(1);
}
else {
return(undef);
}
}
eval "require RT::Condition::ReplyToResolvedTicket_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/ReplyToResolved_Vendor.pm});
eval "require RT::Condition::ReplyToResolved_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/ReplyToResolved_Local.pm});
1;

== installation ==

The following Perl script is used to register i.e. active the above code in RT and is no longer necessary afterwards:

<nowiki>#!/home/rt/perl/bin/perl
use strict;
use Unicode::String qw(utf8 latin1);
# Replace this with your RT_LIB_PATH
use lib "/home/rt/rt/lib";
# Replace this with your RT_ETC_PATH
use lib "/home/rt/rt/etc";
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::ScripCondition;
CleanEnv();
RT::LoadConfig();
RT::Init();
##Drop setgid permissions
RT::DropSetGIDPermissions();
##Get the current user all loaded
our $CurrentUser = GetCurrentUser();
unless( $CurrentUser->Id )
{
print "No RT user found. Please consult your RT administrator.\n";
exit 1;
}
my $sc = new RT::ScripCondition($CurrentUser);

$sc->Create(
Name => 'On Reply to Resolved Ticket',
Description => "Lors d'une r�ponse � un ticket r�solu",
ExecModule => 'ReplyToResolvedTicket',
ApplicableTransTypes => 'Any'
);
</nowiki>

== problems ==

If you face problems with this scrip take a look at the [[NotResolved]] condition scrip as is it very similar, and I have detailled it more.

== conclusion ==

I personally use it with the [[ForkIntoNewTicket]] scrip action in order to open a new ticket on reply to resolved ticket. I also have disabled the global scrip On Reply Open by setting "Stage:" to "disabled". For the new script use the following values:

Description: Replies to resolved tickets create a new ticket.
Condition: On Reply To Resolved Ticket
Action: Force Correspondence into new Ticket
Template: Global Template: Correspondence
Stage: TransactionCreate

ReplyToResolved - Revision history

Tharn at 22:57, 13 August 2016

Admin: 2 revisions imported