[rt-users] Scrip condition input request

[Mathew Snyder]

I want the opposite actually.  I want the status set to new for every ticket
moving to every queue *except* tickets being moved from TriageQueue to TechOps.

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


Roy El-Hames wrote:
> So Mathew I am guessing you want tickets moved to the TechOps queue to
> change to new if these were moved from TriageQueue , then I would
> suggest you do a queue script (ie not global) in the TechOps queue ,
> with the On Queue change condition and User defined Action, return 1;
> for prep code and action clean up as follows:
> if ($self->TransactionObj->OldValue == 18) {
>    $self->TicketObj->SetStatus('new');
>     return 1;
> } else {
>     return undef;
> }
> 
> Change the 18 to the value of the queue id for your TriageQueue ; I
> tried using Queue name did not work.
> 
> Good luck;
> Roy
> 
> Mathew Snyder wrote:
>> Well, I thought I had solved the problem.  However, had noticed a
>> potential
>> problem with the way I had it set up:
>>
>> if ($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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> 
>