[rt-users] (Scrip help) Deleting a requestor upon ticket creation.

[Mathew Snyder]

This is a scrip I use for adding a requestor.  All you'd have to do is change
the AddWatcher to DeleteWatcher and set up your conditions to what you need:

Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
You'll either want to come up with your own or set the condition above to On
Create or whatever.

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->AddWatcher (
    Type  => 'Requestor',
    Email => 'user at company.com'
);

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


Chris Nelson wrote:
> Hello list,
> 
> I have a rather strange request, I want to delete a requestor when a
> ticket is created.  Reason being, as the ticket is assigned to different
> queues, replies to requestor are sent by the other queues, and that is
> usually not needed for external requests. The easiest way to address
> this would be to just remove the requestors on tickets created in that
> queue.
> 
> 
> Looking at the perldoc for Record.pm, I noticed that we can use
> DeleteAttribute, so I tried:
> Condition: On create
> Action: User Defined
> Template: Global Template: Blank
> Stage: Transaction Create
> 
> Custom Condition:
> 
> Custom Action preparation Code: return 1;
> 
> Custom action cleanup code:
> 
> $self->TicketObj->DeleteAttribute('Requestor');
> 
> 
> 
> But nothing's actually happening, and the requestor is listed on the
> webui still. Is there a better way to do this? Am I even barking up the
> right tree? Thanks in advance for your help.
> 
>