[rt-users] Question about "On Queue Change" Scrip Condition

Kenneth Crocker kfcrocker at lbl.gov
Mon Sep 20 16:06:04 EDT 2010


David,

Maybe it's just the way the typing looks, but it looks like you defined my
$Transaction with a capitol "T", but when you specify it in the code, it has
a lowercase "t". This might cause a problem. What did you see in your log
file?

Kenn
LBNL

On Mon, Sep 20, 2010 at 12:53 PM, David Moreau Simard <fooraide at gmail.com>wrote:

>  This is so weird.. would it be a bug ? Because the code certainly doesn't
> behave the way I would expect.
>
> I've tried several things as a global scrip as Kenneth recommended:
> Condition: User Defined
> Action: User Defined
> Template: Blank
>
> Custom Condition:
> my $Transaction = $self->TransactionObj;
>
> # Attempt #1
>
> return($transaction->Type = "Set" && $transaction->Field = "Queue" &&
> $transaction->OldValue eq "queuename");
>
> >> This will return true only if the ticket is transferred TO queuename, it
> will not trigger if it is transferred away from queuename
>
> # Attempt #2
> return($transaction->Type = "Set" && $transaction->Field = "Queue" &&
> $transaction->NewValue eq "queuename");
>
> >> Same result as attempt #1 (How can this be?)
>
> I've done other attempts but still in vain.
>
> This should really be trivial as I'm used to toying with RT conditions and
> actions but I somehow can't figure this one out.
>
> On 10-09-20 1:27 PM, Kenneth Marshall wrote:
>
>> Hi David,
>>
>> If there is not an alternative in the wiki, it probably does not
>> exist. (yet) At a first glance, I do not know how you would do
>> it without triggering on every queue change, whether the functionality
>> were built-in or not. In any case, the queue change action should be
>> much less frequent than many other actions so the impact should not
>> be too bad. YMMV
>>
>> Regards,
>> Ken
>>
>
>
> On 10-09-20 1:21 PM, Kenneth Marshall wrote:
>
>> You need to have a global scrip that check for a queue change
>> and if the previous queue was the queue that you want to track
>> or react to exits.
>>
>> Cheers,
>> Ken
>>
>> On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
>>
>>>  Hi,
>>>
>>> We're running RT 3.8.8 and we need to fire a scrip when a ticket is
>>> transferred away from a queue (to any possible destination).
>>>
>>> The condition built into RT "On queue change" only seems to fire when a
>>> ticket is transferred in but not when a ticket is transferred out.
>>>
>>> I've tried various possible workarounds in custom conditions and even
>>> changing the stage of the transaction but to no avail.
>>>
>>> Does anyone have a clue as to what kind of condition I could use to
>>> trigger
>>> my scrip when a ticket is transferred out ?
>>> These possible conditions do not work:
>>>
>>> my $transaction = $self->TransactionObj;
>>> return($transaction->Type = "Set"&&  $transaction->Field = "Queue"&&
>>> $transaction->OldValue eq "queuename");
>>> return($transaction->Type = "Set"&&  $transaction->Field = "Queue"&&
>>> $transaction->NewValue ne "queuename");
>>>
>>> Thanks,
>>>
>>> - David
>>>
>>> RT Training in Washington DC, USA on Oct 25&  26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>>
>>>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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