[rt-users] automatically set due date and priority based on customfield

[Matt Nichols]

Hi Eric,

I have created a custom field 'severity' where users can select a
severity level (for example severity levels 1-4) when creating a new
ticket. I would like to automatically assign predefined due dates and
priority levels based on the selection from the 'severity' field.

For example:

Severity 1 - Due 1 hour from now - Priority W
Severity 2 - Due 4 hours from now - Priority X
Severity 3 - Due 8 hours from now - Priority Y
Severity 4 - Due 24 hours from now - Priority Z

Thanks for the example code.

-Matt

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eric
Horne
Sent: Friday, December 16, 2005 1:52 PM
To: rt-users
Subject: Re: [rt-users] automatically set due date and priority based on
customfield

I've set the due date based on a due date embedded into the request. If 
the user says "DateDue: Feb 28, 2006 2:00" it'll set the duedate to that

specified date.

It's not exactly what you are asking for, but maybe it helps get you 
started. I think there is some date manipulation you can perform within 
WebRT via the RT::Date class.

-eric

Condition: On Create
Template: Blank
Action:

my $AttachObj = $self->TransactionObj->Attachments->First;
# go out if content is not text!
unless( $AttachObj->ContentType =~ /^text/ ) {
      return 1;
}

my $content = $AttachObj->Content;

if ($content =~ m/^\QDate-Due:\E\s*([-0-9\:\s]+[0-9])\s*$/m) {
       $self->TicketObj->_Set(Field => "Due", Value => $1);
}



Matt Nichols wrote:
> Hello,
> 
> I'd like to automatically set the due date and priority of new tickets

> based on a users selection of the custom field 'severity'. The
creation 
> of the custom field 'severity' was the easy part. My understanding is 
> that the automatic setting of due date and priority based on this
custom 
> field can be accomplished with a scrip. Has anyone done anything
similar 
> to this?
> 
> Thanks.
> 
> -Matt
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Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html