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Johnathan,<br>
<br>
Since you want to specify your own action code, you make the setting
for "Conditions" to "OnCreate" and "Actions" to "User-defined". Since
you want your actions to take place while RT is doing other actions
(like creating a ticket, notifying a user, updating other fields), I
recommend you set the "Stage" to "TransactionBatch". This ensures that
all the actions are executed in "one swell foop" (my shot at being
funny).<br>
<br>
Now, where to put the action code. I have found that when I manipulate
data and put it into a ticket record in the "Prep Code" area, it is
always available for use by any template that is being used by any
other scrip also being triggered. Which makes sense. <br>
<br>
Putting code into a CF, we use the following type of code:<br>
<br>
Prep Code:<br>
<br>
# set the CF "Work-Completed Date"<br>
<br>
my $trans = $self->TransactionObj;<br>
my $ticket = $self->TicketObj;<br>
my $cf_obj = RT::CustomField->new($RT::SystemUser);<br>
my $cf_name = "Work-Completed Date";<br>
my ( undef, undef, undef, $mon, $day, $year ) = localtime( time );<br>
my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );<br>
<br>
$cf_obj->LoadByName(Name=>$cf_name);<br>
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name()
."\n");<br>
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);<br>
<br>
return 1;<br>
<br>
Clean-up Code:<br>
return 1;<br>
<br>
This is fairly simple code, but it should give you an idea of what you
need to do. Notice that even though I have no real code for "Clean-up"
I STILL put in a "return 1;". That's because the "Action" code is in
two parts and you want to make sure both have some sort of return to
tell RT how to act as a result of everything. If I didn't put the
"Return 1;" in "Clean-up", the scrip would not finish and therefore the
CF would not get any info.<br>
<br>
Also, to reference Ticket or transaction information, keep two things
in mind; the object type and the object relationship. For example: If I
want to see what kind of transaction I'm dealing with, I write
$self->TransactionObj->Type eq "Status". I like to shorten this
type of code by creating "my $trans = $self->TransactionObj" so I
don't have to type all that stuff over and over. All that means that if
the <i>current</i> (self) transaction is involving a change in the
ticket status (TransactionObj = "Status"). The same type of thing works
for Ticket information. However, on transactions that are "On Create",
keep in mind whether you are trying to reference Ticket data on a
ticket that hasn't been created yet. If I had a User-defined condition
that involved an "OnCreate", then I most likely will <i>not</i> be
able to refer to Ticket info, since it hasn't been created yet. I'll
need to refer to info on the Transaction record.<br>
<br>
Anyway, I think I got most of this correct and I hope it helps you out.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 6/17/2009 8:15 AM, Johnathan Bell wrote:
<blockquote cite="mid:4B8CAE44-F797-4CA1-996D-D425C2188CC2@baker.edu"
type="cite">
<pre wrap="">I'm trying to set something up where when a user creates a ticket,
some of the custom fields are automatically filled in based on the
user info.
I'm thinking that this is an application for a scrip... but I can't
seem any detailed info on scrips other than info about the pre-built
conditions, actions, and templates. It looks like if I can specify a
custom action for the ticket create condition, I can do what I want.
However, I can't seem to find any examples or details on what
contextual variables (eg. Ticket, Requester/Creator, Applicable Queue,
etc.) are available for Scrip code, or how to write one.
Furthermore, I know how to retrieve custom field info, but not how to
assign it from a script... what would the method to do this be?
Thanks,
Johnathan
--
Johnathan Bell
Internet System Administrator, Baker College
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