[rt-users] Custom Field and Scrip Question

[Gene LeDuc]

Hi Xavier,

A couple of general comments about what you've posted:

1.  A custom condition is only checked when you set the condition to User 
Defined.  With it set to On Comment your custom condition is ignored and 
the scrip fires whenever a comment is detected.

2.  If an action is User Defined, the template is ignored.  I don't know of 
a way to have a User Defined action in a scrip use a template.  What I do 
is stick another custom field in the queue and use it to trigger e-mail 
scrips when I want to send mail as part of a User Defined action, or I 
perform the desired action within a custom template.

The way I'd do what (I think) you want to do is to use the On Comment 
condition and then use Notify Other Recipients with a custom template.  I'd 
put your switching code in the template to determine who the message goes to.

Regards,
Gene

At 10:35 AM 8/4/2007, Xavier Ezquerra wrote:
>Hello everybody,
>
>Scrip question:
>
>I'm trying to create a "CustomAction" to have communication between
>owner and admincc through the commentaries of tickets. It interests to me
>to do that any commentary that does one of both receives the other.
>
>
># Create new scrip
>Configuration -> Global -> Scrips -> New Script
>
>Description: On Comment Notify AdminCCs or Owner with template Admin Comment
>Condition: On Comment
>Action: User Defined
>Template: Admin Comment (custom template )
>Stage: TransactionCreate
>
>
>User Defined conditions and actions
>-----------------------------------
>Custom condition:
>
># load id_actor
>my $id_actor = $TransactionObj->CreatorObj->Id;
>
># is owner, send comment to AdminCC
>if( $id_actor == $self->TicketObj->OwnerObj->Id ) {
>     return 1;
>
># is AdminCC, send comment to Owner
>} elsif ($TicketObj->IsWatcher( Type => 'AdminCC' ) ) {
>     return 1;
>
># is ????, nothing to do
>} else {
>     return undef;
>}
>
>
>Custom action preparation code:
># empty??
>
>Custom action cleanup code:
># empty??
>
>
>Custom Field and Scrip Question:
>How to detect the new value of custom field, if this changed.
>
>
>Thanks,
>
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-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University