[rt-users] Forcing Status Changes

[Gene LeDuc]

Hi Mario,

What you want to do can be done in RT with an OnStatusChange scrip that 
checks $self->TransactionObj->OldValue and 
$self->TransactionObj->NewValue.  If the values don't meet your criteria, 
change the status back to the OldValue.  I've never used custom status 
values, so if they require unusual handling then this might not work.  If 
they work like standard status values, something like this should do the trick:

Condition: User Defined
Action: User Defined
Template: Global blank

Custom condition:
{ ### true if transaction is a status change
   my $Transaction = $self->TransactionObj;
   my $val = $Transaction->Type eq "Status";
   return $val;
}

Custom prep action:
return 1;

Custom commit action:
### Check to make sure new status value makes sense
my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;
my $Old = $Transaction->OldValue;
my $New = $Transaction->NewValue;
if ($Old eq "X" && ! ($New eq "Y" || $New eq "Z")) {
   $Ticket->_Set(Field=>"Status", Value=>$Old, RecordTransaction=>0);
}
return 1;

I just typed this in without confirming that it works as-is, so there might 
be something off in the syntax, but here's what it's doing:
1.  Fire the scrip if there's been a status change
2.  See if the old value was "X" and the new value is not "Y" or "Z".  If so...
3.  Set the status back to the old value without creating a transaction (so 
scrips don't fire again)

Since you have a specific list of allowed changes ("Y" and "Z") you don't 
have to concern yourself with "A".

Regards,
Gene

At 09:56 AM 7/6/2007, Mario Gomide wrote:
>Hello list,
>
>I am trying to set RT to work allowing or denying certain custom statuses.
>For example, I have the "X" custom status and whenever a ticket has this 
>status, the next status can only be "Y" or "Z", but it cannot be "A".
>
>I read the foruns and I'm still not sure if it can be done by crating 
>scrips or by modifying Ticket_Overlay.pm (or any other file).
>
>Actually, I've started creating scripconditions that check the current 
>status, but now I have to create the scripactions that compare the next 
>status with the active status, and then it will take some action: if it 
>isn't a possible status change, then go back and warn. If it is a possible 
>status change, go ahead and change.
>
>Has anyone tried to do this? Is there any other easier way? Is there 
>something done, like forcing the status changes?
>
>Thanks a lot!
>Any suggestions are welcome!
>
>Mario Gomide
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-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University