Braincoral: Adding scrip

2016-12-14T21:56:13Z

Adding scrip

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==Overview==
The following is a scrip that will detect if a ticket is set to a certain status and change that status if someone other than the ticket owner replies. We use this with a custom ticket status called "customer".

'''Note:''' This was written for RT 4.2.13. It has not been tested on later versions at this time.

==Scrip Details==
'''Description:''' Set Active On Customer Reply

'''Condition:''' On Correspond

'''Action:''' User Defined

'''Template:''' Blank
====Custom action preparation code====
<pre>
return 1;
</pre>
====Custom action commit code====
<pre>
# Pull transaction actor and ticket owner ID's and set variables
my $Actor = $self->TransactionObj->Creator;
my $Owner = $self->TicketObj->Owner;

# Get out if actor is ticket owner
if( $Owner != $Actor ) {
# Change status to "open" if status is "customer"
if ($self->TicketObj->Status() eq 'customer' ) {
$self->TicketObj->SetStatus('open');
$RT::Logger->info("Customer replied to ticket awaiting reply. Status set to open.");
return 1;
}
return undef;
}
return undef;
</pre>

SetActiveOnCustomerReply - Revision history

Braincoral: Adding scrip