<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Times New Roman; font-size: 12pt; color: #000000'>Ken, thanks for the code. I will give it a go and see what happens. One question. I am not wanting to set the owner of the ticket, but simply send out a notification to a specific person based on the CF value. The owner of the ticket will be set in the usual manner of 'take'ing the ticket. <br><br>Does that change this process?<br><span><br><span name="x"></span>Kurt Engle<br></span><br><hr id="zwchr"><b>From: </b>"Kenneth Crocker" <kfcrocker@lbl.gov><br><b>To: </b>rt-users@lists.bestpractical.com<br><b>Sent: </b>Thursday, December 2, 2010 9:25:25 AM<br><b>Subject: </b>Re: [rt-users] Notify based on CF<br><br>Kurt,<br><br>I agree with Kevin. The following is a simple scrip that sets the Owner based on the value in a Custom Field array:<br><br>Name: Set owner on CF<br>Condition:On Create<br>Action:User-defined<br>Template: Blank<br>
Stage: TransactionCreate or TransactionBatch<br><br><br>Custom Action Prep:<br># ------------------------------------------------------------------- #<br># Set ticket owner based on Custom Field<br># KFCrocker 6/01/09<br>
# ------------------------------------------------------------------- #<br># set new ticket owner id value<br><br>my $trans = $self->TransactionObj;<br>my $ticket = $self->TicketObj;<br>my $ownerid = 10; # Nobody<br>
<br>my %orgs = qw(<br> value1 999<br> value2 999<br> value3 999<br> );<br><br>my $cf = new RT::CustomField($RT::SystemUser);<br>$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CF Name");<br>
return 0 unless $cf->id;<br>my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); <br>my $ownerid = $orgs{$cfvalue};<br><br># set new Ticket Owner ID<br><br>$ticket->SetOwner($ownerid);<br><br>return 1;<br>
<br>Custom Action Cleanup:<br>return 1;<br><br>Then follow up by creating a separate notification on Owner change.<br><br>Hope this helps.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle <span dir="ltr"><<a href="mailto:engle@4j.lane.edu" target="_blank">engle@4j.lane.edu</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;"><div><div style="font-family: Times New Roman; font-size: 12pt; color: rgb(0, 0, 0);"><span>I have </span><span style="font-size: 11pt; color: rgb(31, 73, 125);">RT::Extension::ExtractCustomFieldValues installed and working. I do not have a problem populating the CF of a ticket. What I do need is a way to test that value and then notify an e-mail address based on the CF value. <br>
<br>Basically, I need some help with Perl to accomplish this...<br></span><span><br><span></span>Kurt Engle<br><span></span><br></span><br><hr><b>From: </b>"Josh Narins" <<a href="mailto:jnarins@seniorbridge.com" target="_blank">jnarins@seniorbridge.com</a>><br>
<b>To: </b>"Kurt Engle" <<a href="mailto:engle@4j.lane.edu" target="_blank">engle@4j.lane.edu</a>>, "rt-users" <<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>><br>
<b>Sent: </b>Thursday, December 2, 2010 6:26:56 AM<br><b>Subject: </b>RE: [rt-users] Notify based on CF<br><br>
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<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Do you want a partial solution, to get started?</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">I installed RT::Extension::ExtractCustomFieldValues and I think
your first step would be to add a Scrip for "On Create" with action
"Extract Custom Field Values" but exactly what you'd need to do then
eludes me. Something like "Create a template where the To: line is based
on the value in the Custom Field"</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">But I'm still pretty new at all this RT stuff.</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
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<p class="MsoNormal"><b><span style="font-size: 10pt;">From:</span></b><span style="font-size: 10pt;">
<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>
[mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kurt
Engle<br>
<b>Sent:</b> Wednesday, December 01, 2010 7:05 PM<br>
<b>To:</b> rt-users<br>
<b>Subject:</b> [rt-users] Notify based on CF</span></p>
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<p class="MsoNormal"> </p>
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<p class="MsoNormal" style="margin-bottom: 12pt;"><span style="color: black;">I am
interested in setting up a notification tree based on a Custom Field value.
Basically, I have one Q that accepts tickets from multiple physical locations.
I have a tech at each location. I would like the tech at location X to be
notified when a ticket comes in with the Custom Field Location=X . When
the CF Location=Y, I want a different tech notified, etc... <br>
<br>
Thanks for any help..<br>
<br>
Kurt Engle</span></p>
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