[rt-users] Scrip question

[Stephen Turner]

At Monday 4/9/2007 08:13 PM, Kenneth Crocker wrote:
>To all,
>
>
>         I have a question that perhaps the longtime users of RT can 
> answer; I am planning a series of scrips that will evaluate certain 
> Custom Fields (which can only be modified by certain people) and 
> based on that result and the current status of the ticket, CHANGE 
> the current status of said ticket. This will, in essence, allow me 
> to automate the work-flow of a ticket from request to development 
> to QA to Implementeded to Resolved or any other stages of status I 
> desire. My question is this,  when a ticket is modified does RT 
> evaluate and attempt to execute any and all "user-defined" scrips 
> that are applied (by either Queue or Globally) for that ticket? Thanks.
>

Hello Kenn,

RT will look at _all_ scrips appropriate to the ticket (queue & 
global) and see whether it should execute them, whether or not they 
have user defined code. So if you want a user-defined condition to 
execute only on a status change (for example) you have to code that 
condition in the custom condition.

Also, there's a potential trap you can get caught in when updating 
ticket fields in scrips - if the update that fires the scrip is 
triggered from a ticket update screen, the value that is shown on the 
screen when the submit button is pressed can override your scrip 
update. For example, if your ticket is open, you make an update to a 
custom field, and this triggers a scrip that, in custom code, changes 
the status to 'stalled', the sequence of events that take place may 
set the ticket back to what it was on the screen (ie open). I haven't 
found a way round this one -

Steve