[rt-users] Action Upon Approval

[Todd Chapman]

I create a custom field called 'Resolve Action' that creates a new
ticket when the current ticket is resolved. This allows for
very simple (2 steps) workflow. This scrip is kind of complicated
because of other things we do, but I can share some snippets:

Custom condition:
my $trans = $self->TransactionObj->Type;
if ($trans eq 'Status' && $self->TransactionObj->NewValue =~ /(resolved|rejected|deleted)/i) { 
  return 1; 
}


Custom action preparation code:

1;

Custom action cleanup code:

if ($status =~ /Resolved/i) {

    my $cfValues = $self->TicketObj->CustomFieldValues('Resolve Action');
    if ($cfValues->Count) {
$RT::Logger->debug("Processing resolve actions: " . $cfValues->Count);
        # run resolve_action
        # for each action, create a ticket, set its parent to my parent
        # (assuming one parent)
        my @new_tickets;
        while (my $value = $cfValues->Next) {
#$RT::Logger->debug("Resolve value: '$value'");
             my $ticket = new RT::Ticket($RT::SystemUser);
             #need to set Queue Requestor Cc AdminCc Type? Subject
             my ($reqtype,$AdminCc,$Cc) = split(/:/, $value->Content);
             my $type; #20
             if ($reqtype =~ /approval/i) { $type = 'approval'; }
             else { $type = 'ticket'; }
	     my $content;
	     if ($self->TicketObj->Transactions->First) {
	         $content = MIME::Entity->build(Charset => 'utf8', Data => $self->TicketObj->Transactions->First->Content);
             }
             my %ticket_args = (
                 Subject => $self->TicketObj->Subject,
                 Queue => $self->TicketObj->QueueObj->Name,
                 Requestor => $self->TicketObj->RequestorAddresses,
                 Cc => $Cc,
                 AdminCc => $AdminCc,
                 Type => $type,
		 MIMEObj => $content || undef,
             );
             if ($self->TicketObj->MemberOf->First) {
                 $ticket_args{MemberOf} = 
                      $self->TicketObj->MemberOf->First->TargetObj->Id;
             }
             else {
                 $ticket_args{MemberOf} = $self->TicketObj->Id;
             }
             #need to set custom field
             my $customfield = new RT::CustomField($RT::SystemUser);
             $customfield->LoadByNameAndQueue(Queue => $self->TicketObj->QueueObj->Name, Name => "Request Type");
             my $cfid = $customfield->Id;
             $ticket_args{"CustomField-$cfid"} = $value->Content;
$RT::Logger->debug("Setting cf $cfid to: " . $value->Content);
             my ($id, undef, $msg) = $ticket->Create(%ticket_args);
$RT::Logger->debug("Created ticket from resolve action: " . $id);
             $RT::Logger->debug("Ticket creation error: $msg") unless $id;
             next unless $id;
             push @new_tickets, $id;
             #then add comment for parent first and last? #50
        }
        unless (@new_tickets) {
            $RT::Logger->debug("No resolve actions successful for ticket: " . $self->TicketObj->Id);
            return 1;
        }

On Mon, Dec 13, 2004 at 11:55:41AM -0500, Ben Blakely wrote:
> Hello All,
> 
> I have configured the Approvals within RT. I was wondering if anyone
> has an idea on howto get an action to be performed after approval.
> 
> For example, id like to create a child ticket within another queue
> once the initial approval has been approved.
> 
> Regards,
> 
> Ben Blakely
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