[rt-users] (no subject)

[Ken Crocker]

Carlos,

Sounds like you are creating a situation where the ticket status is 
constantly switched between "open" and "stalled" every time the 
Requestor and ticket owner communicate to each other. Seems a bit busy 
but hey, if that's what you want. Try something like this:

*Scrip 1 - Owner reply:*
/Condition: On Correspond

Custom Prep Code:/
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $corresponder_id = $trans->CreatorObj->PrincipalId;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;
my $owner_id = $ticket->OwnerObj->PrincipalId;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = " ";
my $cf_value = " ";

# set new value for CF Support Status depending on who initiates 
correspondence

if  ( $corresponder_id = $requestor )
    {
     $cf_name = "Support Status";   
     $cf_obj->LoadByName( Name => $cf_name );
     $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() 
."\n" );
     $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0 );
     $cf_name = "AutoClosure";   
     $cf_obj->LoadByName( Name => $cf_name );
     $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() 
."\n" );
     $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0 );
     $ticket->SetStatus("open");
    }
elseif ( $corresponder_id = $owner )
    {
     $cf_name = "Support Status";
     $cf_value = "Awaiting Customer";  
     $cf_obj->LoadByName( Name => $cf_name );
     $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() 
."\n" );
     $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0 );
     $ticket->SetStatus("stalled");
    }

return 1;
/Custom Cleanup Code:/

return 1;

I'm not sure the "ID" part of the code is correct, but the key is to get 
the Owner & Requestor ids and then compare them to the id of the person 
doing the correspondence and then based on those results, set your CF's 
and ticket status. If there is no match, then someone else is doing the 
correspondence and you want to stop. One scrip to handle all that for 
correspondence. Hope this helps.

Kenn
LBNL

On 7/13/2009 6:59 PM, Carlos A. Alvarez 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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