[rt-users] Solution: AutoResolve using rt-crontool in RT3

[BJ Blanchard]

Here is a condition and action that some might find usefull for
auto-resolving a specific ticket ID from the command line:

Put TicketIDMatches.pm in $lib/RT/Condition and AutoResolve.pm in
$lib/RT/Action.

Here is an example of rt-crontool which resolves ticket ID 133 in the
OrderDesk queue:

rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg OrderDesk \
  --condition RT::Condition::TicketIDMatches --condition-arg 133 \
  --action RT::Action::AutoResolve --verbose

Feel free to share your custom conditions/actions with the list.

BJ.
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# BEGIN LICENSE BLOCK
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# Copyright (c) 1996-2003 Jesse Vincent <jesse at bestpractical.com>
# 
# (Except where explictly superceded by other copyright notices)
# 
# This work is made available to you under the terms of Version 2 of
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# been provided with this software, but in any event can be snarfed
# from www.gnu.org.
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# This work is distributed in the hope that it will be useful, but
# WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
# General Public License for more details.
# 
# Unless otherwise specified, all modifications, corrections or
# extensions to this work which alter its source code become the
# property of Best Practical Solutions, LLC when submitted for
# inclusion in the work.
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# 
# END LICENSE BLOCK
 

package RT::Condition::TicketIDMatches;

use RT::Condition::Generic;

use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);


=head2 IsApplicable

This happens on every transaction. it's always applicable

=cut

sub IsApplicable {
    my $self = shift;
    if ($self->TicketObj->Id eq $self->Argument)  {
	return(1);
    } 
    else {
	return(undef);
    }
}

eval "require RT::Condition::TicketIDMatches_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/TicketIDMatches_Vendor.pm});
eval "require RT::Condition::TicketIDMatches_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/TicketIDMatches_Local.pm});

1;

-------------- next part --------------
# BEGIN LICENSE BLOCK
# 
# Copyright (c) 1996-2003 Jesse Vincent <jesse at bestpractical.com>
# 
# (Except where explictly superceded by other copyright notices)
# 
# This work is made available to you under the terms of Version 2 of
# the GNU General Public License. A copy of that license should have
# been provided with this software, but in any event can be snarfed
# from www.gnu.org.
# 
# This work is distributed in the hope that it will be useful, but
# WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
# General Public License for more details.
# 
# Unless otherwise specified, all modifications, corrections or
# extensions to this work which alter its source code become the
# property of Best Practical Solutions, LLC when submitted for
# inclusion in the work.
# 
# 
# END LICENSE BLOCK
# This Action will open the BASE if a dependent is resolved.

package RT::Action::AutoResolve;
require RT::Action::Generic;

use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);

#Do what we need to do and send it out.

#What does this type of Action does

# {{{ sub Describe 
sub Describe  {
  my $self = shift;
  return (ref $self );
}
# }}}


# {{{ sub Prepare 
sub Prepare {
    my $self = shift;

    # if the ticket is already open or the ticket is new and the message is more mail from the
    # requestor, don't reopen it.

    if ( ( $self->TicketObj->Status eq 'resolved' )
      ) {
        return undef;
    }
    else {
        return (1);
    }
}
# }}}

sub Commit {
    my $self = shift;
      my $oldstatus = $self->TicketObj->Status();
        $self->TicketObj->__Set( Field => 'Status', Value => 'resolved' );
        $self->TicketObj->_NewTransaction(
                         Type     => 'Set',
                         Field    => 'Status',
                         OldValue => $oldstatus,
                         NewValue => 'resolved',
                         Data => 'Ticket auto-resolved on incoming correspondence'
        );


    return(1);
}

eval "require RT::Action::AutoResolve_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm});
eval "require RT::Action::AutoResolve_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm});

1;