[rt-users] Fickle owner changes

[Jonathan Godbeer]

I have that part complete. My template sends a form with information from the ticket. That works. It has been the process of establishing a condition to send it under that has been the hassle.

Initially I tried to send it on owner change, which works sometimes. The only time it doesnt work is when the original ticket requestor assigns the ticket to themself. This tends to be the case quite often, so in order to print out the form, we would have to have someone else assign the ticket we created to us...kind of awkward.

So I tried to change it once a specific field is filled in. In my own response I detailed the problem I am having with that. I was trying to check that a sepcific field was NOT null and it it wasnt, to send the form to the owner. No go.

Finally I made a whole seperate field to fill in with the word Send when you want the form to print. I thought I had the code right, as per what I had discovered from the mailing list archives, but it is not working at all. I do not receive an e-mail when I set that field.

So...thats where I am at.

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com]
Sent: Thursday, February 09, 2006 10:25 AM
To: Jonathan Godbeer; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Fickle owner changes


Here are some wiki entries on custom fields that may help you to write
your scrip/template:

http://wiki.bestpractical.com/index.cgi?AddCustomFieldstoTemplates
http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail 

Basically, just search for "CustomField" (or some variation thereof) on
the BP wiki to see examples of what other people are trying to do.

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan
Godbeer
	Sent: Thursday, February 09, 2006 8:56 AM
	To: Jonathan Godbeer; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Fickle owner changes
	
	
	Ok. Still looking for help on this one.
	 
	The problem is I need to have owner notification when a certain
condition occurs. I even went so far as to make a new custom field
called purch_send_form in my queue and make a custom condition stating
that when the word "Send" is entered in that field, it will send the
form (template to owner).
	 
	Here is that code:
	 
	if (($self->TransactionObj->Type eq "CustomField") &&
	($self->TransactionObj->NewValue eq "Send")) {
	return(1);
	} else {
	return(undef);
	} 
	 
	Again, nothing is happening when i take one of the tickets in my
test instance and set that field. Any suggestions? 
	 
	I'm not a heavy programmer, I am just trying to use this tool to
improve our work flow. Any assistance would be greatly appreciated.

		-----Original Message-----
		From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan
Godbeer
		Sent: Monday, February 06, 2006 10:13 AM
		To: rt-users at lists.bestpractical.com
		Subject: RE: [rt-users] Fickle owner changes
		
		
		I started looking into my issue and realized that part
of the problem is I am creating a scrip to run off of OnOwnerChange when
I should be making a custom condition.
		 
		This queue is used for purchasing. We get a request and
fill out what information we are given. We then do the footwork and fill
in the remaining fields after researching needs and costs. Once that is
done I wanted to have a specific template sent to the owner to be
printed out and handed off to the paper bureaucracy.
		 
		I had initially set it up so that once the information
was inputted, the person working the ticket would assign themself
ownership and receive the form to print in the e-mail. The system is not
recognizing the owner change in certain situations.
		 
		What I would like to do now then is to have the template
I have created be sent to the owner when a specific custom field is set
from a null value to a string value.
		 
		Here is what I have so far from reading through related
articles:
		 
		if (($self->TransactionObj->Type eq "CustomField") and
		 
		($self->TransactionObj->Field eq "purch_vendor") and
		 
		($self->TransactionObj->NewValue ne 0)) {
		 
		return(1);
		 
		} else {
		 
		return(undef);
		 
		} 
		 
		Now one thing that I realized from reading up is that
the Field eq "purch_vendor" will probably not work. I read that you need
to specify the field's ID. How do I call on that information?
		 
		Thanks
		 
		 

			-----Original Message-----
			From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan
Godbeer
			Sent: Saturday, February 04, 2006 1:37 PM
			To: rt-users at lists.bestpractical.com
			Subject: [rt-users] Fickle owner changes
			
			

			In one of my queues, I have set up a scrip to
send a template which is a form that needs printing. That part works
fine, now it only sends the form to the new owner on owner change.

			Here's the catch. If owner A creates a ticket
and sets it to nobody initially, then takes ownership once the necessary
information is sent out, the scrip does not run and the form is not sent
to them. However, if owner A sets it to nobody as before and completes
it then sets it to owner B, owner B does receive the e-mail.

			This tells me that the system does recognize the
change in ownership from nobody to somebdy as a change. 

			Basically, if someone Takes a ticket, it isn't
classifying this as an owner change. If they assign it from unowned, it
does. Why? Any thoughts on how to correct this behaviour?