[rt-users] Scrip condition input request

[Roy El-Hames]

So Mathew I am guessing you want tickets moved to the TechOps queue to 
change to new if these were moved from TriageQueue , then I would 
suggest you do a queue script (ie not global) in the TechOps queue , 
with the On Queue change condition and User defined Action, return 1; 
for prep code and action clean up as follows:
if ($self->TransactionObj->OldValue == 18) {
    $self->TicketObj->SetStatus('new');
     return 1;
} else {
     return undef;
}

Change the 18 to the value of the queue id for your TriageQueue ; I 
tried using Queue name did not work.

Good luck;
Roy
 
Mathew Snyder wrote:
> Well, I thought I had solved the problem.  However, had noticed a potential
> problem with the way I had it set up:
>
> if ($self->TransactionObj->NewValue eq "TechOps") {
>   return 0;
> }else{
>   $self->TicketObj->SetStatus('new');
>   return 1;
> }
>
> I need the status set to new for anything that isn't coming from our triage
> queue.  Right now it looks as if it will avoid being set to new regardless of
> which queue it comes from.  This doesn't work with our policies.
>
> I thought that if I modify it to include the old value of the triage queue it
> would work.  But instead, it sets it to new again.
>
> if ($self->TransactionObj->OldValue eq "TriageQueue" &&
> $self->TransactionObj->NewValue eq "TechOps") {
>   return 0;
> }else{
>   $self->TicketObj->SetStatus('new');
>   return 1;
> }
>
> I then reset the code to the former value (without the OldValue condition) and
> now it sets it to new again.  I'm so confrused :(
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Mathew Snyder wrote:
>   
>> Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
>> seem to work before which is why it was still in there after Todd's suggestion).
>>  I've tested it on our development server and it seems to do what I think it
>> should.  However, I have admin rights so I need to verify with someone who's
>> rights are limited that it is actually working.
>>
>> I've also removed the criteria that the owner not be Nobody as it seems moot for
>> our needs.  The NewStatus method makes use of either the queue name or id.
>>
>> Thanks again.
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Roy El-Hames wrote:
>>     
>>> Matthew;
>>>
>>> Why do you need the first if, as your condition is Queue change which
>>> should compensate for :
>>>
>>> if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
>>> eq "Queue") {
>>>
>>> Also
>>>
>>> $self->TransactionObj->NewValue eq "TechOps"
>>>
>>> I am guessing this should be the Queue Id and not Name, ie number not
>>> label.
>>>
>>> Regards;
>>> Roy
>>>
>>> Mathew Snyder wrote:
>>>       
>>>> I haven't been able to sort this out.  When I move a ticket from our
>>>> triage
>>>> queue to our TechOps queue it is still reset to new.  Anyone have any
>>>> thoughts
>>>> on how to get this working?
>>>>
>>>> Condition: On Queue Change
>>>> Action: User Defined
>>>> Template: Global template: Blank
>>>> Stage: TransactionCreate
>>>>
>>>> Custom condition:
>>>>
>>>> Custom action preparation code:
>>>> return 1;
>>>>
>>>> Custom action cleanup code:
>>>> if ($self->TransactionObj->Type eq "Set" &&
>>>> $self->TransactionObj->Field eq
>>>> "Queue") {
>>>>   if ($self->TransactionObj->NewValue eq "TechOps" ||
>>>> $self->TicketObj->Owner !=
>>>> 10) {
>>>>     return 0;
>>>>   }else{
>>>>     $self->TicketObj->SetStatus('new');
>>>>     return 1;
>>>>   }
>>>> }
>>>>
>>>>
>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
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>> _______________________________________________
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>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
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>> up to 20 percent off the price. This sale won't last long, so get in touch today. 
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>>
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>>
>>
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>
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