Soft resolution of Request Tracker tickets.
Now we’ll create the pre-requisites necessary to setup the queue, and global scrips relating to pending tickets.
local/lib/RT/Condition/ReplyToPending.pm[1]
package RT::Condition::ReplyToPending; use strict; use base qw(RT::Condition::Generic); sub IsApplicable { my $self = shift; my $ticket = $self->TicketObj; my $transaction = $self->TransactionObj; if ( $transaction->Type eq 'Correspond' && $ticket->Status eq 'pending' && $transaction->Creator != 1 ) { # prevent loop return(1); } else { return(undef); } } 1;
You can use the following template[2] to make the conditions, and actions described here available through the web scrip interface:
#!/usr/bin/perl use strict; use Unicode::String qw(utf8 latin1); # Replace this with your RT_LIB_PATH use lib "/opt/rt3/lib"; # Replace this with your RT_ETC_PATH use lib "/opt/rt3/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 Pending', Description => "Reply to a ticket marked as pending.", ExecModule => 'ReplyToPendingTicket', ApplicableTransTypes => 'Any' );
Now that these steps are done, you can create a global scrip with the condition set to On Reply to Pending, and the action set to Open Ticket. This will re-open any tickets as soon as someone replies to them, but not if anyone comments on them. (Commenting will, however delay the resolution of a ticket.)
You’ll then need to create either a global scrip, or a queue specific scrip for each queue where you want people to be able to reply to a pending ticket, and have it re-opened. (Personally I recommend the global scrip method.)
This step requires direct DB access. You’ll need to be able to do an insert on the ScripConditions table. <user_id> should be replaced with a valid user ID, taken from one of the other entries in the ScripConditions table.
INSERT INTO ScripConditions( Name, Description, ExecModule, Argument, ApplicableTransTypes, Creator, Created, LastUpdatedBy, LastUpdated ) VALUES ( 'On Pending', 'Whenever a ticket is marked as pending resolution', 'StatusChange', 'pending', 'Status', <user_id>, NOW(), <user_id>, NOW() );
This sets up the “On Pending” scrip condition, so that you’ll be able to create a scrip such as “On Pending Reply to Requesters with template XXXXXX”, and have a custom message sent out to inform the requester that the ticket will close itself in n days, unless they reply to it.
- Heavily based on ReplyToResolved.pm [↩]
- Also taken from the ReplyToResolved RT Wiki site. [↩]
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