[rt-users] [Fwd: Create Ticket but only if Custom Field is...]

[Matt Westfall]

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

They are condition checks.  Only 1 of them needs to be met.  That's why
they are return 1.  If any of them are True, then the scrip should run
the template.

Todd Chapman wrote:
> The code you posted makes no sense. It has a bunch of "return 1"
> statements in it so most of it will never be executed. Clean it up and
> post it and I'll help.
> 
> ----------------
> Now playing: The Decemberists - California One/Youth and Beauty Brigade
> http://foxytunes.com/artist/the+decemberists/track/california+one+youth+and+beauty+brigade
> 
> On 11/5/07, Matt Westfall <mwestfall at factory7.com> wrote:
> I wish someone would please help me with this relatively simple task.  I
> bought the RT Essentials book, and the only example it has is creating a
> new ticket off of a straight Resolve with no conditions.
> 
> Can someone please help me with this!?!?!
> 
> 
> I'm having the hardest time figuring out how to create a ticket based on
> the status of a Custom Field.
> 
> I have two Custom Fields
> 
> 1: Billable
> It's a select one field with values of:
>    Yes
>    No
>    Covered
>    Gratis
> 
> 2: Followup
>  It's a select one field with values of:
>     Yes
>     No
> 
> I have the two corresponding scrips written:
> 
> 1: Invoice
> 
> Condition: User Defined
> Action: Create Tickets
> Template: Generate-Invoice
> 
> Custom Condition:
> return 0 unless $trans->Type eq "Resolve";
> 
> return undef unless
> ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
> /Yes/i);
> return 1;
> return undef unless
> ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
> /Gratis/i);
> return 1;
> 
> return undef unless
> ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
> /Covered/i);
> return 1;
> 
> 2:
> 
> Condition: User Defined:
> Action: Create Tickets:
> Template: generate-followup
> 
> Custom Condition:
> 
> return 0 unless $trans->Type eq "Resolve";
> 
> return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup')
> =~ /Yes/i);
> return 1;
> 
> 
> I have two corresponding templates created:
> 
> 1:
> ===Create-Ticket: generate-invoice
> Queue:  Accounting
> Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
> Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
> RefersTo:  {$Tickets{'TOP'}->Id() }
> Content: Please generate an invoice for this customer.
> Billable was set to:
> {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')}
> 
> Billable hours was set to:
> {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')}
> Please refer to previous ticket for more information.
> ENDOFCONTENT
> 
> 2:
> ===Create-Ticket: generate-followup
> Queue:  Customer Service
> Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
> Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
> RefersTo:  {$Tickets{'TOP'}->Id() }
> Content: A follow up was requested on this ticket.  Please refer to
> previous ticket for more information.
> ENDOFCONTENT
> 
> 
> I then created a test ticket with Billable set to Yes and Followup to
> Yes, and neither ticket spawned!!!
> 
> Help please!!!
> 
> Thanks in advance,
> Matt Westfall
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in
touch today.
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com
>>
>>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
>>
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHL2brb/8X6V5MpAURAg2BAJ4x/vaIuczLH5DK4dM65qAdEGfbIQCcCmwV
sBQkEf2MJt5E6QGRT/nXNuE=
=BO0U
-----END PGP SIGNATURE-----