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<p class="MsoNormal">Hi there,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’m trying to get a custom scrip to run on a status change to “Active” on an RT 4.2.5 installation.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">The queue is using a custom lifecycle that includes status’ of Pending > Active > Contained > Resolved > Rejected > Deleted. All of the transitions and lifecycles have been defined and there is no issue creating, moving or transitioning
tickets through the various statuses.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’ve created a custom scrip with condition “User Defined” and action “User Defined” (for testing purposes, although the intention is to eventually have the scrip send an email to a distribution group.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">The “Custom Condition” looks like this (based on example code taken from http://requesttracker.wikia.com/wiki/CustomConditionSnippets):<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">my $txn = $self->TransactionObj;<o:p></o:p></p>
<p class="MsoNormal">my $type = $txn->Type;<o:p></o:p></p>
<p class="MsoNormal">return 0 unless $type eq "Status" <o:p></o:p></p>
<p class="MsoNormal" style="text-indent:36.0pt">|| ( $type eq 'Set' && $txn->Field eq 'Status');<o:p></o:p></p>
<p class="MsoNormal">return 0 unless $txn->NewValue eq "Active";<o:p></o:p></p>
<p class="MsoNormal">return 1; <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">The “Custom action preparation code” looks like this: <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">$RT::Logger->debug("!!!WORKS!!!\n");<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">This is just to dump out some text to the logs to confirm if the condition is working as intended. It is not, and the logs show “Skipping Scrip #18 because it isn’t applicable” (This would be the scrip in question).<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’ve tried this as both a normal and a batch script and it won’t fire.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Appreciate any insight. <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:8.0pt;font-family:"Arial","sans-serif";mso-fareast-language:EN-CA">Robert Moerman, CISSP<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:8.0pt;font-family:"Arial","sans-serif";mso-fareast-language:EN-CA">Manager, Security Monitoring & Threat Response<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:8.0pt;font-family:"Arial","sans-serif";mso-fareast-language:EN-CA">Information Security Operations Center<o:p></o:p></span></b></p>
<p class="MsoNormal"><o:p> </o:p></p>
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