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<p class=MsoNormal>We would like to implement a form of Resolve that allows the
actor to choose if they want to send a Resolve notification or not. We
are running Version RT 3.8.4.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We are attempting to implement the following:<o:p></o:p></p>
<p class=MsoNormal><a href="http://wiki.bestpractical.com/view/MuteResolve">http://wiki.bestpractical.com/view/MuteResolve</a><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I created the custom field and added the following to my On
Resolve Notify Requestors scrip for troubleshooting purposes:<o:p></o:p></p>
<p class=MsoNormal>my $AllTicketTransactions =
$self->TicketObj->Transactions;<o:p></o:p></p>
<p class=MsoNormal>while (my $ATransaction= $AllTicketTransactions->Next) {<o:p></o:p></p>
<p class=MsoNormal> my $ATransactionID = $ATransaction->Id;<o:p></o:p></p>
<p class=MsoNormal> my $ATransactionCustomFields =
$ATransaction->CustomFields;<o:p></o:p></p>
<p class=MsoNormal> while (my $ACustomField =
$ATransactionCustomFields->Next()) {<o:p></o:p></p>
<p class=MsoNormal> my $ACustomFieldName =
$ACustomField->Name;<o:p></o:p></p>
<p class=MsoNormal> my $ACustomFieldValue =
$ATransaction->FirstCustomFieldValue($ACustomFieldName);<o:p></o:p></p>
<p class=MsoNormal> $RT::Logger->info( ">
Scrip #10 - Transaction $ATransactionID \n" );<o:p></o:p></p>
<p class=MsoNormal> $RT::Logger->info(
">
CFName $ACustomFieldName \n" );<o:p></o:p></p>
<p class=MsoNormal> $RT::Logger->info(
">
CFValue $ACustomFieldValue \n" );<o:p></o:p></p>
<p class=MsoNormal> }<o:p></o:p></p>
<p class=MsoNormal>}<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We implemented this with ResolveQuiet being the custom
field. A section of the log output can be found here:<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10
- Transaction 51907 ((eval 8421):31)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFName ResolveQuiet ((eval 8421):32)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFValue ((eval 8421):33)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10
- Transaction 51908 ((eval 8421):31)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFName ResolveQuiet ((eval 8421):32)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFValue ((eval 8421):33)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10
- Transaction 51909 ((eval 8421):31)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFName ResolveQuiet ((eval 8421):32)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFValue ((eval 8421):33)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10
- Transaction 51910 ((eval 8421):31)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFName ResolveQuiet ((eval 8421):32)<o:p></o:p></p>
<p class=MsoNormal>[Thu Feb 4 15:42:25 2010] [info]:
>
CFValue ((eval 8421):33)<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>From this, it looks like the transactional custom field
never actually gets set.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I saw the following on the list:<o:p></o:p></p>
<p class=MsoNormal><a
href="http://www.gossamer-threads.com/lists/rt/users/57445?search_string=transaction%20custom%20fields;#57445">http://www.gossamer-threads.com/lists/rt/users/57445?search_string=transaction%20custom%20fields;#57445</a><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>My questions are:<o:p></o:p></p>
<p class=MsoNormal>Am I doing something wrong when I try to obtain the value of
the transaction custom field or are their still issues with transaction custom
fields?<o:p></o:p></p>
<p class=MsoNormal>Is there a better way to implement a method for Resolve Quiet?<o:p></o:p></p>
<p class=MsoNormal>Is there a better way around this then just changing the
transaction custom field to a ticket custom field?<o:p></o:p></p>
<p class=MsoNormal>Is the patch listed above for transaction custom fields
still valid? Is there a better patch?<o:p></o:p></p>
<p class=MsoNormal>Any advice?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D'>Jennifer Koermer</span><span style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D'>Assistant Director of Information Technology<o:p></o:p></span></p>
<div class=MsoNormal align=center style='text-align:center'><span
style='color:#1F497D'>
<hr size=2 width="100%" noshade style='color:#E2164E' align=center>
</span></div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D'><br>
<b>PRG</b></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><b><span style='font-size:7.5pt;font-family:"Arial","sans-serif";
color:#1F497D'>Production Resource Group<br>
</span></b><span style='font-size:7.5pt;font-family:"Arial","sans-serif";
color:#1F497D'>7777 West Side Avenue, North Bergen, NJ 07047<br>
201-758-4349 phone<br>
201-868-7195 fax</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif";
color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif";
color:#1F497D'>201-232-7691 cell<br>
<a href="mailto:jkoermer@prg.com" title="mailto:rtooker@prg.com"><span
style='color:blue'>jkoermer@prg.com</span></a><br>
<a href="http://www.prg.com/" title="http://www.prg.com/"><span
style='color:blue'>www.prg.com</span></a> </span><span style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
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