[rt-users] Automatic assignment of tickets.

[Steve Finkelstein]

Is it possible at all to debug the code somehow? It's tough to debug as I'm
not able to get any output back from RT. If there is somewhere I can enable
logs for this, that'd be great. Here's my latest revision with Stephen's
suggestions. I'll pin point the line which causes the code to fail. If I
remove it, it assigns the ticket to whoever last corresponds. However, I
need it to not assign based if two individual users make a correspondance.
Those users are "foo" and "bar".

my $Actor = $self->TransactionObj->CreatorObj->Name;

return 1 if ( $Actor == "foo" || $Actor == "bar"); # This is the line that's
causing the Scrip to fail. No one gets assigned a ticket.
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#". $Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless ( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
    return undef;
}
return 1;

Thanks again everyone for your help.

-- Steve
On 10/11/06, Stephen Turner <sturner at mit.edu> wrote:
>
>         Hi all,
>
>         I'm trying to automatically assign tickets whenever someone either
>
>         a) comments a ticket or alternatively,
>         b) responds to a ticket
>
>         The conditions are that the current owner is Nobody and the user
> cannot be user 'X' (my supervisor for instance, might post comments on a
> ticket first, but he's the boss and we want to exclude him from getting
> ownership.)  Here's the Scrip I put together thus far. If anyone can shed
> some light, that'd be great!
>
>         PS: If there is a better forum for me to post this on, I'd be more
> than happy to not waste any of your bandwidth and go there.
>
>         Description: Ticket Auto Assign
>         Condition: On Comment (I'm not sure how to get On Comment AND On
> reply at the same time? Need two different Scrips?)
>         Action: User Defined
>         Template: Global Template: Transaction (I'm not sure what this
> does,
> need to look it up on the Wiki)
>         Stage: Disabled (No idea what this one does either ..)
>         Custom Condition:
>         Custom Action Preparation Code:
>
>         my $notOwner = "billybob"; # I don't want billybob to get assigned
> any tickets no matter if he replies first
>         my $Actor = $self->TransactionObj->Creator;
>
>         return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>         $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ."
> to
> user #". $Actor );
>         my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ) unless
> $Actor == $notOwner;
>         unless ( $status ) {
>             $RT::Logger->error( "Impossible to assign the ticket to
> $Actor:
> $msg" );
>             return undef;
>         }
>         return 1;
>         Custom action cleanup code: return 1;
>
>         This doesn't look to do the trick. Any suggestions again, would be
> more than appreciated.
>
>         Thanks all!
>         --
>         Steve
>
> ------------------------------------------
> Hi Steve,
>
> This is exactly the right forum!
>
> You don't mention what's actually happening - in what way is this failing?
> Are there error messages in the RT log when this scrip is activated? Or
> does
> it just silently not do what you want?
>
> To have the scrip respond to either a comment or a reply, you could use a
> custom/user-defined condition that checks the transaction type - relevant
> values are 'Comment' and 'Correspond'.
>
> For scrips that don't need to send email, you should use the Blank
> template.
>
> I did notice one thing in the code: "unless $Actor == $notOwner". This
> won't
> work, as $Actor is an Id number whereas $notOwner is a user name (string).
> You can get the user name of the "actor" by doing
> $self->TransactionObj->CreatorObj->Name.
>
> Good luck,
> Steve
>
> ----------------------------------------
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
>
>
>
>
>
>
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