SetActiveOnCustomerReply
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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
return 1;
Custom action commit code
# 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;