[rt-users] Scrip condition input request

[Mathew Snyder]

Well, I thought I had solved the problem.  However, had noticed a potential
problem with the way I had it set up:

if ($self->TransactionObj->NewValue eq "TechOps") {
  return 0;
}else{
  $self->TicketObj->SetStatus('new');
  return 1;
}

I need the status set to new for anything that isn't coming from our triage
queue.  Right now it looks as if it will avoid being set to new regardless of
which queue it comes from.  This doesn't work with our policies.

I thought that if I modify it to include the old value of the triage queue it
would work.  But instead, it sets it to new again.

if ($self->TransactionObj->OldValue eq "TriageQueue" &&
$self->TransactionObj->NewValue eq "TechOps") {
  return 0;
}else{
  $self->TicketObj->SetStatus('new');
  return 1;
}

I then reset the code to the former value (without the OldValue condition) and
now it sets it to new again.  I'm so confrused :(

Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
> Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
> seem to work before which is why it was still in there after Todd's suggestion).
>  I've tested it on our development server and it seems to do what I think it
> should.  However, I have admin rights so I need to verify with someone who's
> rights are limited that it is actually working.
> 
> I've also removed the criteria that the owner not be Nobody as it seems moot for
> our needs.  The NewStatus method makes use of either the queue name or id.
> 
> Thanks again.
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Roy El-Hames wrote:
>> Matthew;
>>
>> Why do you need the first if, as your condition is Queue change which
>> should compensate for :
>>
>> if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
>> eq "Queue") {
>>
>> Also
>>
>> $self->TransactionObj->NewValue eq "TechOps"
>>
>> I am guessing this should be the Queue Id and not Name, ie number not
>> label.
>>
>> Regards;
>> Roy
>>
>> Mathew Snyder wrote:
>>> I haven't been able to sort this out.  When I move a ticket from our
>>> triage
>>> queue to our TechOps queue it is still reset to new.  Anyone have any
>>> thoughts
>>> on how to get this working?
>>>
>>> Condition: On Queue Change
>>> Action: User Defined
>>> Template: Global template: Blank
>>> Stage: TransactionCreate
>>>
>>> Custom condition:
>>>
>>> Custom action preparation code:
>>> return 1;
>>>
>>> Custom action cleanup code:
>>> if ($self->TransactionObj->Type eq "Set" &&
>>> $self->TransactionObj->Field eq
>>> "Queue") {
>>>   if ($self->TransactionObj->NewValue eq "TechOps" ||
>>> $self->TicketObj->Owner !=
>>> 10) {
>>>     return 0;
>>>   }else{
>>>     $self->TicketObj->SetStatus('new');
>>>     return 1;
>>>   }
>>> }
>>>
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
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>>
> _______________________________________________
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> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
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> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>