[rt-users] Custom Fields / Transaction Custom Fields in Scrips

[Mike Coakley]

Travis,

I can use standard CF fields in a transaction BUT I'm having a problem with
Transactional Custom Fields. When I submit a new ticket or comment/reply on
a ticket the Transactional Custom Fields don't appear to be accessible
through a Scrip. Standard Global or Queue based Custom Fields are just fine.

So if you are referring to Transactional Custom Field in your reply then I
don't know what is wrong because my code that basically does what yours does
(i.e. $self->TicketObj->FirstCustomFieldValue) doesn't work so I have no
idea what could be the problem.

Thanks,

-- 
Mike Coakley
Managed Business
http://www.managedbusiness.com
http://my.managedbusiness.com
Voice - 973-252-0770 x2100
Fax - 973-252-1797




> From: "Brooks, Travis C." <travis at slac.stanford.edu>
> Date: Fri, 7 Jul 2006 12:44:31 -0700 (PDT)
> To: Mike Coakley <mcoakley at managedbusiness.com>
> Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Custom Fields / Transaction Custom Fields in Scrips
> 
> The following works in RT3.6, both on creation, and on change of the CF.
> 
> user def Condition:
> return(undef) if ($self->TicketObj->TimeEstimated);
> return(undef)
> unless($self->TicketObj->FirstCustomFieldValue('spires-difficulty'));
> 
> 
> user def Action prep:
> my $diff=$self->TicketObj->FirstCustomFieldValue('spires-difficulty');
> my $te=60;
> if ($diff eq 'Small'){
> $te=400;
> }
> if ($diff eq 'Medium'){
> $te=1600;
> }
> if ($diff eq 'Big'){
> $te=6400;
> }
> $self->TicketObj->setTimeEstimated($te);
> 
> 
> Note that I'm accessing the CF value by name.  This CF is single valued so
> FirstCustomFieldValue works fine.
> 
> Perhaps this is close to what you need?
> 
> 
> 
> Travis C. Brooks
> SPIRES Scientific Databases Manager
> Stanford Linear Accelerator Center
> http://www.slac.stanford.edu/spires
> 
> On Fri, 7 Jul 2006, Mike Coakley wrote:
> 
>> Hello all...
>> 
>> In further attempts to get this working I've done the following:
>> 
>> 1. I upgraded to RT 3.6.0. Upgrade went smooth but this still does not work.
>> 
>> 2. In further research I found an article in the archives that stated that
>> this was a known issue back in the 3.4 timeframe basically stating the the
>> Transaction Custom Fields don't get populated until after the scrips are
>> run. There was a patch file available through the archives but this patch
>> file also did not fix my issue.
>> 
>> So, I'm wondering if anyone has any further help or places I can look.
>> 
>> Thanks,
>> 
>> --
>> Mike Coakley
>> Managed Business
>> http://www.managedbusiness.com
>> http://my.managedbusiness.com
>> Voice - 973-252-0770 x2100
>> Fax - 973-252-1797
>> 
>> 
>> 
>> 
>>> From: Mike Coakley <mcoakley at managedbusiness.com>
>>> Date: Wed, 05 Jul 2006 16:02:42 -0400
>>> To: <rt-users at lists.bestpractical.com>
>>> Conversation: Custom Fields / Transaction Custom Fields in Scrips
>>> Subject: [rt-users] Custom Fields / Transaction Custom Fields in Scrips
>>> 
>>> I'm trying to write a custom condition that will trigger every time a
>>> transaction custom field is updated that will update other custom fields.
>>> The idea is to keep track of time in a better way.
>>> 
>>> So I have 2 custom fields: Billable Time and Non-Billable Time. These are
>>> attached to a ticket. I can easily manually update these fields. I also have
>>> two Transaction based custom fields: TRANS Billable Time and TRANS
>>> Non-Billable Time. I want to have a condition that fires when the "TRANS*"
>>> fields get updated. Then when the condition is fired the action will be to
>>> update the Billable Time and Non-Billable Time field appropriately.
>>> 
>>> I've been doing some debugging within the Scrip condition and it appears the
>>> condition gets tested twice during a "comment" (haven't worked on reply
>>> yet). BUT I don't see the transaction custom field values so my condition
>>> fails. So I'm either not retrieving the transaction custom field values
>>> improperly (I get no value) or I'm not seeing the right condition.
>>> 
>>> Anyone have any ideas?
>>> 
>>> Thanks,
>>> 
>>> --
>>> Mike Coakley
>>> Managed Business
>>> http://www.managedbusiness.com
>>> http://my.managedbusiness.com
>>> Voice - 973-252-0770 x2100
>>> Fax - 973-252-1797
>>> 
>>> 
>>> 
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>> 
>> _______________________________________________
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>> 
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>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
>> 
>> We're hiring! Come hack Perl for Best Practical:
>> http://bestpractical.com/about/jobs.html
>>