[rt-users] Auto-Creating Child Tickets

[Drew Barnes]

Ah.  I think I see it here:

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)


Try setting the scrip to:
Condition: User Defined
Action: User Defined (maybe... Create Tickets may work)
Template: CreateChild

Also, throw some debug statements in to make sure you are getting the
expected values.


Mathew Snyder wrote:
> 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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