[rt-users] Moving a ticket on deletion

[Stephen Turner]

At Friday 7/15/2005 03:27 PM, Viren Patel wrote:
>Hello. I am using RT 3.2.3. I would like to create a scrip
>to move a ticket from one queue  to another when the
>ticket is deleted. So I created a custom scrip for the
>originating queue as follows:
>    Custom condition:
>       if ( $self->TicketObj->Status eq 'Deleted' ) {
>          return 1;
>       } else {
>          return 0;
>       }
Note that this condition will be true for any action taken on a deleted 
ticket - maybe not a big deal because deleted tickets typically don't have 
anything done to them, but it might be safer to check the transaction to 
emulate the "On Delete" condition. (look for trans type = 'Status', 
NewValue = 'deleted' and OldValue != deleted').


>       ($status, $msg) = $self->TicketObj->SetStatus( 'new' );
So you've now got two status changes going on - maybe not a problem, but I 
wonder if this is confusing RT?

>While the ticket disappears from the originating queue, it
>doesn't show up in the 'Deleted' queue. I have tried
>interchanging the preparation code with the cleanup code
>(I guess I don't understand the difference) but same
>problem. Any pointers to what I am doing wrong? TIA.

Do you know what queue it does end up in? What status it gets? You should 
be able to find the ticket in the database and check it's Queue & Status 
values. If you pull up the ticket in the web UI, does the history indicate 
what happened?

Steve 
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