[rt-users] FW: Custom Scrip Help

[Carlos A. Alvarez]

-----Original Message-----
From: Carlos A. Alvarez 
Sent: Tuesday, July 14, 2009 12:02 PM
To: 'Ruslan Zakirov'
Subject: RE: Custom Scrip Help

I see that thanks!...  But I still can't find a place where a list of Obj are located.  For example:

TicketObj
	Owner
	Status
	
TransactionObj
	CreatorObj
	Type
		Correspond
		Comment


More like a reference guide, you know so we can construct valid statements.  Does something like this exists or am I reaching?

Guessing I would have to build a custom scrip condition like :
if ( $self->TransactionObj->Type eq "Correspond" && 
     $self->TransactionObj->CreatorObj == TicketObj->Requestor)
{ 
  return 1; 
} else {
  return undef; 
}

So only applies this Scrip when the requestor is replying to a message?  

Thanks for the input!


-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Tuesday, July 14, 2009 10:21 AM
To: Carlos A. Alvarez
Cc: rt-users at lists.bestpractical.com
Subject: Re: Custom Scrip Help

Tried the following?
http://wiki.bestpractical.com/view/CustomConditionSnippets

On Tue, Jul 14, 2009 at 6:18 PM, Carlos A.
Alvarez<carlos.alvarez at commxinc.com> wrote:
> Thanks Ruslan,
>
> You mean instead of using the default condition "On Correspond"?  Can you point me to a source for TicketObj options and TransactionObj options, so I can create a custom condition.  I look everywhere I even bought the RT Essentials book and tried perdocs, and I cant find a list of Class Objects like AddCustomFieldValues, or a list of RT variables.
>
> Carlos
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Tuesday, July 14, 2009 5:50 AM
> To: Carlos A. Alvarez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] (no subject)
>
> You need condition as well. Also adding space as value is not a good
> option, use DeleteCustomFieldValue method.
>
> On Tue, Jul 14, 2009 at 5:59 AM, Carlos A.
> Alvarez<carlos.alvarez at commxinc.com> wrote:
>>
>>
>> I will like to create a scrip where the status of a ticket is automatically
>> changed from open to stalled when a Owner replies to a requestor. I am using
>> rt-crontool to monitor the status of the tickets and auto resolve the ticket
>> after 72 hours of inactivity.  I created a custom field to monitor the
>> status of the crontool, but my problem is that when the customer replies, I
>> can’t rely on my techs to change the status of the ticket manually.
>>
>>
>>
>> I tried creating User Defined Scrip which works fine, exept it executes each
>> time, indiscriminately. Let me try to explain, I have one script that
>> changes the status from open to stalled, when a technician replies, and
>> another that changed the status back to open when the customer/requestor
>> replies.  I can see that both scrips are executing at the same time
>> regardless of who initiated the correspondence.
>>
>>
>>
>> I know that I am missing something basic, but I don’t know what.  Can anyone
>> help.
>>
>>
>>
>> Scrip 1 customer reply
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => '
>> ');
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
>>
>> $self->TicketObj->SetStatus("open");
>>
>> return 1;
>>
>>
>>
>> Scrip 2 Owner reply
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
>> 'Awaiting Customer');
>>
>> $self->TicketObj->SetStatus("stalled");
>>
>> return 1;
>>
>>
>>
>> Thanks…
>>
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>>
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>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.