[rt-users] first time writing scrips, and having problems with auto-resolving and setting transation's timetaken

[Ruslan U. Zakirov]

hubert lubaczewski wrote:
> hi
> first of all - i'm using rt 3.0.6. (will be upgradeing very soon, but
> right now it's all i have).
> 
> i wanted to write a scrip which will allow me to resolve tickets and set
> "timetaken" per transaction in mails i send to rt (which later are added
> as correspondence to tickets).
> so i wrote this scrip:
> 
> #v+
> my $sContent = $self->TransactionObj->ContentObj->Content;
> my $sCreator = $self->TransactionObj->CreatorObj->EmailAddress;
> 
> return 1 unless $sCreator =~ /^[a-z\.]+\@OUR_DOMAIN$/;
> 
> $sContent =~ s/\s*$//;     # this makes $sContent
> $sContent =~ s/^.*\n//s;   # Contain only last non-empty line
> return 1 unless $sContent =~ s/^xx:\s+//;
> 
> if ($sContent =~ s/(^|\s+)w:(\d+)($|\s+)/ /) {
> 	my $tic = $self->TicketObj;
> 	my @a = $tic->SetTimeWorked( $tic->TimeWorked + $2 );
> 
> }
> if ($sContent =~ s/(^|\s+)s:(resolved|stalled|rejected)($|\s+)/ /) {
> 	$self->TicketObj->SetStatus($2);
> }
> 
> return 1;
> #v-
> 
> looks simple.
> 1st.
>  i would like to set timetaken per transation, but when i tried:
>  $self->TransactionObj->SetTimeTaken($2);
>  i got error: Immutable Field.
I'm not shure that you can set it without breaking RT calcs on this 
field, but anyway you can use low level call _Set.

> 
>  is there anything i can do without modifiyng .pm's (i know about
>  writing _Local.pm's, but i dont like the idea).
> 
> 2nd (and more important).
>  When i do SetStatus this way - it works, BUT - then goes global scrip:
>  "On Correspond Open Tickets with template Blank"
>  which is (as far as i know) standard in rt.
you can incorporate this global scrip into your action.
if ($sContent =~ s/(^|\s+)s:(resolved|stalled|rejected)($|\s+)/ /) {
  	$self->TicketObj->SetStatus($2);
} else {
  	$self->TicketObj->SetStatus('open');
}

Or add custom condition on this global scrip that check if mail contain 
this special instruction.

> 
>  i like this global scrip so i'm not goging to turn this off, but maybe
>  there is a way to temporary disable it when i setstatus otherwise?
> 
> i really hope some of you can help me, and sorry for my english.
> 
> depesz
>