[rt-users] Prevent resolution of Ticket that owner is 'Nobody'

[Murillo Azambuja Gonçalves]

I resolved that issue editing the plugin file "MandatoryOnTransition.pm" 
(v. 0.09), by doing it accept the Owner field:

line 206
line 207
...
         our @CORE_SUPPORTED  = qw(Content TimeWorked TimeTaken *Owner*);
         our @CORE_TICKET     = qw(TimeWorked *Owner*);
         our %CORE_FOR_UPDATE = (
             TimeWorked  => 'UpdateTimeWorked',
             TimeTaken   => 'UpdateTimeWorked',
             Content     => 'UpdateContent',
*Owner       => 'Owner',*
         );
         our %CORE_FOR_CREATE = (
             TimeWorked  => 'TimeWorked',
             Content     => 'Content',
*Owner       => 'Owner',*
         );
...
line 221
...

line 338
...
         # Check core fields, after canonicalization for update
         for my $field (@$core) {

             # Will we have a value on update/create?
             my $arg = $args{'Ticket'}
                 ? $CORE_FOR_UPDATE{$field}
                 : $CORE_FOR_CREATE{$field};
             next unless $arg;
             next if defined $ARGSRef->{$arg} and length $ARGSRef->{$arg};

*if($field eq 'Owner' and $args{'Ticket'}->$field() == $RT::Nobody->id) {**
**               push @errors,**
**                 $CurrentUser->loc("[_1] is required when changing the 
status to [_2]",**
**                                         $field, $ARGSRef->{Status});**
**             }*

             # Do we have a value currently?
             # In Create the ticket hasn't been created yet.
             next if grep { $_ eq $field } @CORE_TICKET
               and ($args{'Ticket'} && $args{'Ticket'}->$field());

             (my $label = $field) =~ s/(?<=[a-z])(?=[A-Z])/ /g; # /
             push @errors,
               $CurrentUser->loc("[_1] is required when changing the 
status to [_2]",
                                          $label, $ARGSRef->{Status});
         }
line 365
...

I wanted to do it without changes in the source code, but i couldn't 
find a way until this moment.
If anybody has a better idea or knows how to do it without changes in 
the code please tell me.

Anyway here's how I solved that.

Regards,

Murillo Azambuja Gonçalves
____________________________________________________

On 07/16/2015 12:05 PM, Murillo Azambuja Gonçalves wrote:
> This can not be done here.
> In some queues those responsible for sending transactions (including 
> tickets resolution) are not directly involved in the work of tickets.
>
> Even I used the scrip "AutoSetOwner 
> <http://requesttracker.wikia.com/wiki/AutoSetOwner>" as a basis to 
> create mine.
>
> Anyway thanks for your answer.
> Would have another suggestion?
> Murillo Azambuja Gonçalves
> ____________________________________________________
> On 07/16/2015 11:37 AM, Matt Zagrabelny wrote:
>> Hi,
>>
>> I didn't read everything in your email. :)
>>
>> Have you considered a lifecycle where only the Owner is granted the
>> right to resolve the ticket?
>>
>> -m
>>
>> On Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gonçalves
>> <murillo at ifi.unicamp.br>  wrote:
>>> Hi all,
>>>
>>> I'm using RT 4.2.8 and would like to prevent ticket resolution in which the
>>> owner is "Nobody".
>>> For that I'm doing two steps:
>>>
>>>   Change the custom condition of scrip "On Resolve Notify Requestors" to not
>>> notify requesters if Owner is 'Nobody':
>>>
>>>          Description: On Resolve Notify Requestors
>>>          Condition: User Defined
>>>          Action: Notify Requestors
>>>          Template: resolved in HTML
>>>
>>>          Custom condition:
>>>          if((
>>>                  ($self->TransactionObj->Type eq 'Status') or
>>>                  ($self->TransactionObj->Type eq 'Set' and
>>> $self->TransactionObj->Field eq 'Status')
>>>              ) and
>>>              $self->TransactionObj->NewValue eq 'resolved'
>>>          ) {
>>>              if($self->TicketObj->Owner == $RT::Nobody->id) {
>>>                  $RT::Logger->debug("Do not notify requestors if Owner is
>>> Nobody");
>>>                  return 0;
>>>              } else {
>>>                  return 1;
>>>              }
>>>          }
>>>
>>>          return 0;
>>>
>>> Create scrip to change status from resolved to it's old value:
>>>
>>>          Description: On Resolve Check Owner
>>>          Condition: On Resolve
>>>          Action: User Defined
>>>          Template: Blank
>>>
>>>         Custom action commits code:
>>>          # get actor ID
>>>          my $Actor = $self->TransactionObj->Creator;
>>>
>>>          # if actor is RT_SystemUser then get out of here
>>>          return 1 if $Actor == $RT::SystemUser->id;
>>>
>>>          return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>>>
>>>          my ($status, $msg) =
>>> $self->TicketObj->SetStatus($self->TransactionObj->OldValue);
>>>          unless($status) {
>>>              $RT::Logger->error("Error when setting new status: $msg");
>>>              return undef;
>>>          }
>>>
>>>          $RT::Logger->debug("Status changed");
>>>
>>>          return 1;
>>>
>>> (The scrips above are divided just for separation of concerns purposes)
>>>
>>> It works, but the message that appears confuses the user: "Status changed
>>> from 'open' to 'resolved'". But in fact, the status of the ticket is "open"
>>> (setted in scrip above).
>>>
>>> Actually I would like to "lock" the screen, warning the user that it is
>>> necessary to assign an owner before resolving the ticket.
>>>
>>> Someone suggests a better solution? How could I lock the screen and display
>>> a message to the user?
>>>
>>> I tried using the plugin "MandatoryOnTransition" for this purpose, but does
>>> not work because it just considers empty fields, and the owner is set to
>>> "Nobody", not empty:
>>> Set (% MandatoryOnTransition,
>>>       '*' => {
>>>           '* -> Resolved' => ['TimeWorked', 'Owner'],
>>>       },
>>> );
>>>
>>> Please help me.
>>>
>>> Thanks in advance.
>>>
>>> --
>>> Murillo Azambuja Gonçalves
>

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