[rt-users] Need to create new scrip

[Feargal Reilly]

I did up a scrip for 'OnCreate AutoAssign' which gave a ticket to a random user on creation.
That might be a good place to start.

You can find it at ftp.fsck.com/pub/contrib/2.0/AutoAssign or something.
It was written for the rt-scrips tool thats there, to let you install it easily, but that hasn't really been tested.

-Feargal.

"Christian Gilmore" <cgilmore at tivoli.com> wrote:

CG> I'll take a look, thanks!
CG> 
CG> I'm trying to build in a basic approval system. Tickets to a certain queue
CG> are now requiring management approval on both sides (my management and the
CG> requestor's management). I'm thinking of the following scrips:
CG> 
CG> CONDITION			ACTION			TEMPLATE
CG> ----------------------------------------------------------------
CG> OnCreate			GiveToApprover		ApprovalRequired
CG> OnGiveFromApprover	NotifyRequestorManager	ApprovalRequired
CG> 
CG> 
CG> CONDITIONS
CG> 
CG> OnGiveFromApprover is simple enough in its idea: when the member of the
CG> Approver group (locally created) gives a ticket away, trigger an action.
CG> 
CG> 
CG> ACTIONS
CG> 
CG> GiveToApprover is simple enough in its idea: give the ticket to the
CG> individual in the Approved group.
CG> 
CG> NotifyRequestorManager is more difficult: identify the requestor's manager
CG> (either through external lookup such as LDAP or in a yet-to-be-created
CG> manager field in the user's record); create, if necessary, the manager
CG> account in RT; then send mail with the appropriate template to the
CG> requestor's manager.
CG> 
CG> 
CG> TEMPLATES
CG> 
CG> ApprovalRequired is much like transaction except it includes more
CG> management fluff.
CG> 
CG> 
CG> On a semi-separate question, when mail comes in multi-part MIME, the
CG> transaction template ends up with blank content (the RT lines are still
CG> there, but the body of the request is blank).
CG> 
CG> Regards,
CG> Christian
CG> 
CG> > -----Original Message-----
CG> > From: rt-users-admin at lists.fsck.com
CG> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
CG> > Sent: Wednesday, October 03, 2001 4:34 PM
CG> > To: cag at us.ibm.com
CG> > Cc: RT Users Mailing List (E-mail)
CG> > Subject: Re: [rt-users] Need to create new scrip
CG> >
CG> >
CG> > have you taken a look at the perldoc for RT::Condition::Generic?
CG> >
CG> > What are you trying to do, specifically?
CG> >
CG> >
CG> > On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
CG> > > I need to create a new scrip to perform a non-standard action on a
CG> > > non-standard condition. How do I create these actions and
CG> > conditions?
CG> > > Unfortunately, the external doc is still blank on this topic.
CG> > >
CG> > > I took a peak at contrib and might have an idea with the QueueChange
CG> > > condition, but I've less of an idea with actions. Still,
CG> > there are keys to
CG> > > hashes referenced in QueueChange whose possible values I've no idea.
CG> > >
CG> > > Thanks,
CG> > > Christian
CG> > >
CG> > > -----------------
CG> > > Christian Gilmore
CG> > > Team Lead
CG> > > Web Infrastructure & Tools
CG> > > IBM Software Group
CG> > >
CG> > >
CG> > > _______________________________________________
CG> > > rt-users mailing list
CG> > > rt-users at lists.fsck.com
CG> > > http://lists.fsck.com/mailman/listinfo/rt-users
CG> > >
CG> >
CG> > --
CG> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
CG> >
CG> > _______________________________________________
CG> > rt-users mailing list
CG> > rt-users at lists.fsck.com
CG> > http://lists.fsck.com/mailman/listinfo/rt-users
CG> >
CG> 
CG> 
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CG> 


-- 
Feargal Reilly,
Systems Administrator,
The CIA.

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