[rt-users] Auto-Creating Child Tickets

[Mathew Snyder]

That wouldn't be it.  I set custom fields in other scrips.

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


Drew Barnes wrote:
> IIRC, Custom fields are set in a different transaction than the ticket
> creation.  Perhaps this is tripping you up?
> 
> Mathew Snyder wrote:
>> Mathew Snyder wrote:
>>   
>>> I've followed the method laid out in the wiki for automated approvals in order
>>> to create child tickets.
>>>
>>> I've created the following template:
>>> ===Create-Ticket: Child
>>> Subject: {$Tickets{'TOP'}->Subject} - Child
>>> Depended-on-by: TOP
>>> Status: new
>>> Queue: TechOps
>>> Type: ticket
>>> Refers-To: {$Tickets{'TOP'}->Id()}
>>> Content: This is a child ticket
>>> ENDOFCONTENT
>>>
>>> And a scrip which makes use of it with the following settings:
>>> Condition: On Create
>>> Action: Create Tickets
>>> Template: CreateChild (the template above)
>>>
>>> Custom Condition:
>>> unless (
>>>  ( $self->TransactionObj->Type eq "CustomField"
>>>    &&  $self->TransactionObj->Field == 9 )
>>>  ||  $self->TransactionObj->Type eq "Create"
>>>  ) {
>>>    return 0;
>>> }
>>>
>>> Custom action preparation code:
>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('CustomerCare Ticket
>>> Type') =~ /Provisioning/i;
>>>
>>> Custom action cleanup code:
>>> return 1;
>>>
>>> What I am looking for it to do is create the child tickets only if the initial
>>> type of ticket is set to Provisioning.  However, the child ticket is created
>>> regardless of the ticket type.  I'd also like it to not create a child if the
>>> ticket comes in via email.
>>>
>>> Can someone point out the problems with my set-up that is causing it to break?
>>>
>>> Thanks
>>> Mathew
>>>     
>> I've changed the logic to:
>> Custom condition:
>> if (($self->TransactionObj->Type eq "CustomField" &&
>> $self->TransactionObj->Field == 9 &&
>> $self->TicketObj->FirstCustomFieldValue('Ticket Type')) eq "Provisioning")){
>>  return 1;
>> } else {
>>  return 0;
>> }
>>
>> Custom action preparation code:
>> return 1;
>>
>> Custom action cleanup code:
>> empty
>>
>> But still get child tickets created regardless of the value of the "Ticket Type" CF.
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
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>