[rt-users] Help with code identifying QueueWatcher AdminCc

[Kenneth Crocker]

Kevin,

Got it. This is what works:

Custom Condition:
# Initiate Email when Ticket is created & Requestor or Owner are NOT AdminCc

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $queue = $ticket->QueueObj;
my $owner = $ticket->OwnerObj->PrincipalID;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;

if  ($queue->HasMember($owner) or
     $queue->HasMember($requestor))
    {
     return 0;
    }

return ($trans->Type eq "Create");
return 0;

Thanks for your help.

Kenn
LBNL

On Fri, Apr 29, 2011 at 9:40 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Kevin,
>
> HA! Well, as I'm sure you've noticed, the world of RT Users seem to find a
> LOT of things they want to do that *NO ONE* could have planned for. I
> think it's a @#$%#$%^ good product. There will ALWAYS be someone, including
> me, that would wish RT did things this way or that, but you guys really do
> put out a helluva good product.
>
> My forte has always been as a project leader (in design and QA) from large
> mainframe systems on down to mini-computers (pre-cursor to PC's and
> Client-server systems) for 40 yrs, so it's easy for me to look at something
> and have that perfect 20/20 vision that hindsight gives you. If we all had
> those "well, I shoulda done it this way" ideas in the beginning, I'd be
> willing to bet you would STILL get some bitching here or there. That's why
> someone create the "version number x.xx" for software, he he.
>
> Great job. I'm looking forward to playing with 4.0 soon.
>
> Kenn
> LBNL
>
>
> On Fri, Apr 29, 2011 at 9:21 AM, Kevin Falcone <falcone at bestpractical.com>wrote:
>
>> On Fri, Apr 29, 2011 at 09:17:44AM -0700, Kenneth Crocker wrote:
>> >    Got it. Thanks. I think I'm getting a LITTLE better at this, believe
>> it or not.
>>
>> Great.  I would love IsWatcher to search Queue watcher groups also,
>> but it's not something I've even sketched code for.
>>
>> >
>> >    On Thu, Apr 28, 2011 at 8:09 PM, Kevin Falcone <[1]
>> falcone at bestpractical.com> wrote:
>> >
>> >      On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
>> >      > To List,
>> >      >
>> >      > I've got some code that I'm using to try and identify certain
>> users as the Queue AdminCc.
>> >      I
>> >      > want to do this so I can stop sending emails to Queue AdminCc's
>> when they are also the
>> >      > Requestor or Owner. The code is as follows:
>> >
>> >      If you want to check Queue AdminCc's not Ticket AdminCcs, you need
>> to
>> >      look at the queue ($ticket->QueueObj) not the $ticket
>> >
>> >      $ticket->QueueObj->AdminCc will give you an RT::Group and you want
>> to
>> >      read about the HasMember method on groups
>> >      -kevin
>> >      >
>> =======================================================================
>> >      > # Initiate Email when Ticket Status is created and Requestor or
>> Owner are not Queue
>> >      AdminCc
>> >      >
>> >      > my $trans = $self->TransactionObj;
>> >      > my $ticket = $self->TicketObj;
>> >      > my $owner = $ticket->OwnerObj->EmailAddress;
>> >      > my $requestor =
>> $ticket->Requestors->UserMembersObj->First->EmailAddress;
>> >      >
>> >      > if ($ticket->IsWatcher(Type => 'AdminCc', EmailAddress => $owner)
>> or
>> >      > $ticket->IsWatcher(Type => 'AdminCc', EmailAddress =>
>> $requestor))
>> >      > {
>> >      > return 0;
>> >      > }
>> >      >
>> >      > return ($trans->Type eq "Create");
>> >      > return 0;
>> >      > ==============================================================
>> >      >
>> >      > It always fails. I always get a couple emails going to the same
>> person. I've tried using
>> >      > PrincipalID and Name as the identifiers and still no joy.
>> >      >
>> >      > I've also checked the code in Queue_Overlay.pm and I can't seem
>> to see (I'mbasically a
>> >      perl
>> >      > newbie) where the Queue AdminCc is differentiated from the Ticket
>> AdminCc, which we NEVER
>> >      use.
>> >
>> > References
>> >
>> >    Visible links
>> >    1. mailto:falcone at bestpractical.com
>>
>
>
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