[rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

[Kenneth Crocker]

Chris,

you're welcome. The neat (and sometimes confusing for perl beginners like
me) thing is that with perl you can construct several different
styles/techniques of code that all do the same thing.

Kenn

On Mon, Mar 5, 2012 at 3:17 PM, Chris Herrmann <chrisherrmann7 at gmail.com>wrote:

> Thanks Ken, I have it working now. I also found
> http://wiki-archive.bestpractical.com/view/CustomConditionSnippets
> which was very helpful - it actually has a specific example for what
> I'm trying to do. I have a couple of questions too... but first the
> answer:
>
> ============================
> Condition: UserDefined
> Action: NotifyRequestors
> Template: MyTemplate
> Stage: TransactionCreate
>
> Custom Condition:
> my $Ticket = $self->TicketObj;
>
> # We want the Request Feedback CF
> my $TicketType = $Ticket->FirstCustomFieldValue('RequestFeedback');
>
> # We want resolved status
> return 0 unless $Ticket->Status eq "resolved";
>
> # and... we want the CF to be Y
> return 0 unless $TicketType eq 'Y';
> return 1;
> ============================
>
> I tried a lot of different variations on the theme, along the lines of:
> return 0 if $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback")
> eq "N";
> return 0 unless
> $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") eq "Y"
> return 0 unless
> $cf->$self->TicketObj->FirstCustomFieldValue('RequestFeedback') eq "Y"
>
> but these didn't return anything. I assume there's a problem with my
> syntax or how I'm referring to objects but couldn't work it out...
> luckily the page linked above has an example that has exactly what I'm
> after!
>
> In this case the scrip triggers if the ticket is reopened, then
> resolved again - for us this is OK but for others they might want to
> only trigger this condition the first time a ticket is resolved. I
> think you would need to use another CF to record the result of the
> transaction in this case (i.e. if successful then set
> CF-SentFeedbackRequest="y" or similar) and add an appropriate
> condition to check above... but for us it's not required.
>
> Thanks!
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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