[rt-users] Auto-Creating Child Tickets

[Mathew]

That was the problem.  Thanks.  I guess sometimes it just takes a second
pair of eyes to find what might usually be an obvious mistake.

Keep up with my goings on at http://theillien.blogspot.com

Drew Barnes wrote:
> 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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>>>>       
>