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Never mind, figured it out. Status is in lowercase. </div>
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Thanks, <br>
<br>
Rob</div>
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<div><b>From: </b>Rob Moerman</div>
<div><b>Sent: </b>Friday, June 27, 2014 2:35 PM</div>
<div><b>To: </b>rtir@lists.bestpractical.com</div>
<div><b>Subject: </b>[Rtir] Help with custom condition on scrip</div>
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<p class="MsoNormal">Hi there,</p>
<p class="MsoNormal"> </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.
</p>
<p class="MsoNormal"> </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.</p>
<p class="MsoNormal"> </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.
</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">The “Custom Condition” looks like this (based on example code taken from http://requesttracker.wikia.com/wiki/CustomConditionSnippets):</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">my $txn = $self->TransactionObj;</p>
<p class="MsoNormal">my $type = $txn->Type;</p>
<p class="MsoNormal">return 0 unless $type eq "Status" </p>
<p class="MsoNormal" style="text-indent:36.0pt">|| ( $type eq 'Set' && $txn->Field eq 'Status');</p>
<p class="MsoNormal">return 0 unless $txn->NewValue eq "Active";</p>
<p class="MsoNormal">return 1; </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">The “Custom action preparation code” looks like this: </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">$RT::Logger->debug("!!!WORKS!!!\n");</p>
<p class="MsoNormal"> </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).</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I’ve tried this as both a normal and a batch script and it won’t fire.
</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Appreciate any insight. </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span style="font-size:8.0pt; font-family:"Arial","sans-serif"">Robert Moerman, CISSP</span></p>
<p class="MsoNormal"><b><span style="font-size:8.0pt; font-family:"Arial","sans-serif"">Manager, Security Monitoring & Threat Response</span></b></p>
<p class="MsoNormal"><b><span style="font-size:8.0pt; font-family:"Arial","sans-serif"">Information Security Operations Center</span></b></p>
<p class="MsoNormal"> </p>
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