Christian,<br><br>Sure. The first one checks for TimeWorked when the ticket is resolved. If no TImeWorked, it sets the status to "Stalled" and sets a CF Value in order to trigger an email notification:<br><br>Scrip1 - Check for TimeWorked:<br>
Condition: On Resolve<br>Action: user-Defined<br>Template: Global template: Blank<br>Stage: TransactionBatch<br><br>Custom Action Prep Code:<br># Set initial values<br><br>my $trans = $self->TransactionObj;<br>my $ticket = $self->TicketObj;<br>
my $cf_obj = new RT::CustomField($RT::SystemUser);<br>my $timeworked = $ticket->TimeWorked;<br><br># Set value for CF "Work-State" if TimeWorked not set<br><br>my $cf_name = "Work-State";<br>my $cf_value = "TIME WORKED NOT SET";<br>
<br>unless ($timeworked)<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>
$ticket->SetStatus("stalled");<br> }<br>return 1;<br><br>Custom Action Cleanup Code:<br>
return 1;<br><br>Of course, you might want to change the condition to "User-Defined" and code up your trigger.<br>Then, there is the Email notification that the ticket owner didn't set TimeWorked in his ticket:<br>
I had to add a new type of Action called "AutoReply to Owner" so I could use it.<br><br>Scrip 2 - "Notify Owner on No Time"<br>Condition: User-Defined<br>Action: AutoReply to Owner<br>Template: Global template: Owner Time not Set<br>
Stage: TransactionBatch<br><br>Custom Condition Code:<br><br># Set initial values<br><br>my $trans = $self->TransactionObj;<br>my $ticket = $self->TicketObj;<br>my $state = $ticket->FirstCustomFieldValue('Work-State');<br>
<br># Check for trans status of "stalled" and the CF "Work-State"<br># for "TIME WORKED NOT SET" <br><br>return ($trans->Type eq "Status" &&<br> $trans->NewValue eq "stalled" &&<br>
$state eq "TIME WORKED NOT SET");<br><br>That's it. The reason I had to add the new "AutoReply to Owner" is because I have my configuration set for "NotifyActor, 0". So, the owner is the actor and he wouldn't get an email when he did that transaction. I believe the RT Essentials has instructions on this, but if you get confused, let me know and I'll send you step by step instructions.<br>
<br>Lot's of luck.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Tue, Mar 15, 2011 at 9:37 AM, Pena, Christian <span dir="ltr"><<a href="mailto:Christian.Pena@corp.earthlink.com">Christian.Pena@corp.earthlink.com</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 link="blue" vlink="purple" lang="EN-US"><div><p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Then that would be great. Can you send me an example of your scrip?</span></p>
<div class="im"><p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p><p class="MsoNormal"><b><span style="font-size: 10pt; color: gray;">Christian Pena</span></b><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>
</span><span style="font-size: 10pt; color: gray;">Network Engineer Supervisor</span><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br></span><b><span style="font-size: 9pt; color: rgb(223, 96, 32);">EarthLink Business</span></b><span style="font-size: 11pt; color: rgb(31, 73, 125);"> <br>
<br></span><b><span style="font-size: 10pt; color: gray;">E: </span></b><span style="font-size: 10pt; color: gray;"><a href="mailto:christian.pena@corp.earthlink.com" target="_blank">christian.pena@corp.earthlink.com</a></span><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>
</span><b><span style="font-size: 10pt; color: gray;">O:</span></b><span style="font-size: 10pt; color: gray;"> <a href="tel:786-363-0460" target="_blank">786-363-0460</a> | <b>F:</b> <a href="tel:786-363-0206" target="_blank">786-363-0206</a></span><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>
</span><i><span style="font-size: 10pt; color: gray;">STS Telecom is now EarthLink Business</span></i><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);"> </span></p>
</div><div style="border-width: 1pt medium medium; border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; padding: 3pt 0in 0in;"><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>Kenneth Crocker<br>
<b>Sent:</b> Tuesday, March 15, 2011 12:31 PM<div><div></div><div class="h5"><br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Mandatory Time Worked Field on Ticket Updates</div>
</div></span></p></div><div><div></div><div class="h5"><p class="MsoNormal"> </p><p class="MsoNormal" style="margin-bottom: 12pt;">Christian,<br><br>The option I offered you can certainly be modified for a different condition (like "On Transaction", or if the value of some other field is modified, etc.). You just have to decide what condition (simple or complex) you want. I'll help you if you want.<br>
<br>Kenn<br>LBNL</p><div><p class="MsoNormal">On Tue, Mar 15, 2011 at 9:27 AM, Pena, Christian <<a href="mailto:Christian.Pena@corp.earthlink.com" target="_blank">Christian.Pena@corp.earthlink.com</a>> wrote:</p><div>
<div><p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">We use RT for supporting customers and often times there are multiple phone calls on a single RT case. So simply forcing time Worked on Resolution is not what I am looking for. </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>I am trying to track how long each person is taking supporting different things. I have tried to mandate people to update the Worked field on every update, but I think I need a to whip them harder or code a better solution </span><span style="font-size: 11pt; font-family: Wingdings; color: rgb(31, 73, 125);">J</span></p>
<div><p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p><p class="MsoNormal"><b><span style="font-size: 10pt; color: gray;">Christian Pena</span></b><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>
</span><span style="font-size: 10pt; color: gray;">Network Engineer Supervisor</span><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br></span><b><span style="font-size: 9pt; color: rgb(223, 96, 32);">EarthLink Business</span></b><span style="font-size: 11pt; color: rgb(31, 73, 125);"> <br>
<br></span><b><span style="font-size: 10pt; color: gray;">E: </span></b><span style="font-size: 10pt; color: gray;"><a href="mailto:christian.pena@corp.earthlink.com" target="_blank">christian.pena@corp.earthlink.com</a></span><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>
</span><b><span style="font-size: 10pt; color: gray;">O:</span></b><span style="font-size: 10pt; color: gray;"> <a href="tel:786-363-0460" target="_blank"></a><a href="tel:786-363-0460" target="_blank">786-363-0460</a> | <b>F:</b> <a href="tel:786-363-0206" target="_blank"></a><a href="tel:786-363-0206" target="_blank">786-363-0206</a></span><span style="font-size: 11pt; color: rgb(31, 73, 125);"><br>
</span><i><span style="font-size: 10pt; color: gray;">STS Telecom is now EarthLink Business</span></i></p><p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p></div><div style="border-width: 1pt medium medium; border-style: solid none none; padding: 3pt 0in 0in; border-color: -moz-use-text-color;">
<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>Kenneth Crocker<br>
<b>Sent:</b> Tuesday, March 15, 2011 12:04 PM<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Mandatory Time Worked Field on Ticket Updates</span></p>
</div><div><div><p class="MsoNormal"> </p><p class="MsoNormal" style="margin-bottom: 12pt;">Christian,<br><br>I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip "work-around". If someone tries to resolve a ticket without any TimeWorked, I re-set the status to "Stalled" and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go.<br>
<br>Kenn<br>LBNL</p><div><p class="MsoNormal">On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian <<a href="mailto:Christian.Pena@corp.earthlink.com" target="_blank">Christian.Pena@corp.earthlink.com</a>> wrote:</p><div>
<div><p class="MsoNormal">This is something that has probably been asked on the lists many time so bear with me. </p><p class="MsoNormal"> </p><p class="MsoNormal">I want to make the “Worked” field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? </p>
<p class="MsoNormal"> </p><p class="MsoNormal">Thanks!</p><p class="MsoNormal"> </p><p class="MsoNormal"><b><span style="font-size: 10pt; color: gray;">Christian Pena</span></b><br><span style="font-size: 10pt; color: gray;">Network Engineer Supervisor</span><br>
<b><span style="font-size: 9pt; color: rgb(223, 96, 32);">EarthLink Business</span></b> <br> <br><b><span style="font-size: 10pt; color: gray;">E: </span></b><span style="font-size: 10pt; color: gray;"><a href="mailto:christian.pena@corp.earthlink.com" target="_blank">christian.pena@corp.earthlink.com</a></span><br>
<b><span style="font-size: 10pt; color: gray;">O:</span></b><span style="font-size: 10pt; color: gray;"> <a href="tel:786-363-0460" target="_blank"></a><a href="tel:786-363-0460" target="_blank">786-363-0460</a> | <b>F:</b> <a href="tel:786-363-0206" target="_blank"></a><a href="tel:786-363-0206" target="_blank">786-363-0206</a></span><br>
<i><span style="font-size: 10pt; color: gray;">STS Telecom is now EarthLink Business</span></i></p><p class="MsoNormal"> </p></div></div></div><p class="MsoNormal"> </p></div></div></div></div></div><p class="MsoNormal"> </p>
</div></div></div></div></blockquote></div><br>