[rt-users] Automatic assignment of tickets.

Steve Finkelstein stevefink at gmail.com
Wed Oct 11 12:35:50 EDT 2006


Apologies, I sent my original reply to Drew personally instead of the list.
Here's one other question I had:

Drew,

That helped a ton, shesh. Not sure how I missed it!

Another question. Is there a condition which meets BOTH a comment AND a
reply?  Would On Correspondance fit that category?

Thanks a ton, this is great.



On 10/11/06, Steve Finkelstein <stevefink at gmail.com> wrote:
>
> Drew,
>
> That helped a ton, shesh. Not sure how I missed it!
>
> Another question. Is there a condition which meets BOTH a comment AND a
> reply?  Would On Correspondance fit that category?
>
> Thanks a ton, this is great.
>
> -- Steve
>
>
>
> On 10/11/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
> >
> > Stage: Disabled means the scrip won't run.  You need to set that to
> > TransactionCreate before it will even have a chance.
> >
> > DB
> >
> > Steve Finkelstein wrote:
> > > Hi all,
> > >
> > > I'm trying to automatically assign tickets whenever someone either
> > >
> > > a) comments a ticket or alternatively,
> > > b) responds to a ticket
> > >
> > > The conditions are that the current owner is Nobody and the user
> > > cannot be user 'X' (my supervisor for instance, might post comments on
> >
> > > a ticket first, but he's the boss and we want to exclude him from
> > > getting ownership.)  Here's the Scrip I put together thus far. If
> > > anyone can shed some light, that'd be great!
> > >
> > > PS: If there is a better forum for me to post this on, I'd be more
> > > than happy to not waste any of your bandwidth and go there.
> > >
> > > Description: Ticket Auto Assign
> > > Condition: On Comment (I'm not sure how to get On Comment AND On reply
> > > at the same time? Need two different Scrips?)
> > > Action: User Defined
> > > Template: Global Template: Transaction (I'm not sure what this does,
> > > need to look it up on the Wiki)
> > > Stage: Disabled (No idea what this one does either ..)
> > > Custom Condition:
> > > Custom Action Preparation Code:
> > >
> > > my $notOwner = "billybob"; # I don't want billybob to get assigned any
> > > tickets no matter if he replies first
> > > my $Actor = $self->TransactionObj->Creator;
> > >
> > > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
> > > $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
> > > user #". $Actor );
> > > my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless
> > > $Actor == $notOwner;
> > > unless ( $status ) {
> > >     $RT::Logger->error( "Impossible to assign the ticket to $Actor:
> > > $msg" );
> > >     return undef;
> > > }
> > > return 1;
> > > Custom action cleanup code: return 1;
> > >
> > > This doesn't look to do the trick. Any suggestions again, would be
> > > more than appreciated.
> > >
> > > Thanks all!
> > > --
> > > Steve
> > >
> > ------------------------------------------------------------------------
> > >
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> >
> > --
> > Drew Barnes
> > Applications Analyst
> > Raymond Walters College
> > University of Cincinnati
> >
> >
>
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