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<p class="MsoNormal"><span style="font-size:12.0pt">Hello,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">I want to build some absence planning into our RT to avoid that absent users receive messages and nobody sees this message. What I’m planning is the following:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US" style="font-size:12.0pt"><span style="mso-list:Ignore">1.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US" style="font-size:12.0pt">Creating a user’s custom field “absent” which is yes or no<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US" style="font-size:12.0pt"><span style="mso-list:Ignore">2.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US" style="font-size:12.0pt">When a user is absence, this user changes this field to yes, when he’s back he changes back to no<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US" style="font-size:12.0pt"><span style="mso-list:Ignore">3.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US" style="font-size:12.0pt">When the status of one ticket with absent owner (where custom field value is “yes”) changes, the owner show be set to nobody (so the other colleagues can find the ticket<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">so I planned to set up this with a Scrip.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">Scrip Action is easy. It’s
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><i><span lang="EN-US">$self->TicketObj->SetOwner ( $RT::Nobody->id );<o:p></o:p></span></i></p>
<p class="MsoNormal" style="margin-left:35.4pt"><i><span lang="EN-US">Return 1;</span></i><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">What I’m having problems with is Scrip Condition.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">For the first step, I tried to run the scrip on any update, so I only have to check whether the absent-CF is yes or no<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">I tried the following line:<o:p></o:p></span></p>
<p class="MsoNormal" style="text-indent:35.4pt"><i><span lang="EN-US">return 1 if $self->TicketObj->Owner->Customfields->CustomFieldValue(‘absent’) eq “yes”;<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span lang="EN-US"><o:p> </o:p></span></i></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">but this isn’t working. What is wrong?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">A second step will be to check, what exactly was changed (and only run if status was changed).<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt">I think I can do this with
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-indent:35.4pt"><i><span lang="EN-US" style="font-size:12.0pt">return 0 unless $self->TransactionObj->Type eq “Status”
</span></i><i><span lang="EN-US"><o:p></o:p></span></i></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">in front of the other code; am I right?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:DE">Best regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:DE">Bernhard,<o:p></o:p></span></p>
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