[rt-users] Wierd result

[Stephen Turner]

At Tuesday 5/8/2007 01:14 AM, Kenneth Crocker wrote:
>To all,
>
>         I  have created the following scrip/conditions:
>
>         Condition: User Defined
>         Action: Notify AdminCc's, Cc's, Requestors
>         Template: Reviewed (new template created as well)
>
>         Custom Condition:
>
>         # condition execution on ticket status and Custom Field value
>
>         return ($self->TicketObj->Status eq "new" &&
>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>                 eq "Reviewing Request");
>         return 0;
>
>         Custom Action Preparation Code: none
>
>         Custom Action Cleanup code:
>
>         # set new status for work-status
>
>         my $cf_obj;
>         my $cf_name;
>         my $cf_value;
>
>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>         $cf_name = "Work-Status";
>         $cf_value = "Pending Decision";
>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>         $cf_obj->LoadByName( Name => $cf_name );
>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
> $cf_obj->Name()                 ."\n" );
>         $cf_obj->AddValueForObject( 
> Object=>$self->TicketObj,           Content=>$cf_value, );
>
>         # set new status for ticket
>
>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>
>
>         I have also added the new ticket status value in my RT Configuration.
>
>         My problem is 1; I get a template sent out that I did not 
> ask for (I get new owner like for an owner change).
>         2; the ticket status doesn't get changed.
>
>         Any ideas?  Thanks.
>
>Kenn
>LBNL


Hi Kenn,

One question - what action in RT are you hoping will trigger this scrip?

Re the two problems:

1) The unasked-for template email must be generated by a different 
scrip - there's no way this scrip could use a template other than the 
one you specified.

2) The custom condition code seems problematic - it doesn't check for 
transaction type, which means it will return 1 for ANY ticket 
transaction for a ticket with status = new and custom field = your 
value. Is that what you want, or do you want to capture a CF change?

Also, by trying to change status in the scrip action, you may be 
running into the problem with whatever status value was on the screen 
overriding your scrip change.

Hope this is helpful,
Steve