[rt-users] Automatically filling in fields for a user based on user's info?

[Ken Crocker]

Johnathan,

Since you want to specify your own action code, you make the setting for 
"Conditions" to "OnCreate" and "Actions" to "User-defined". Since you 
want your actions to take place while RT is doing other actions (like 
creating a ticket, notifying a user, updating other fields), I recommend 
you set the "Stage" to "TransactionBatch". This ensures that all the 
actions are executed in "one swell foop" (my shot at being funny).

Now, where to put the action code. I have found that when I manipulate 
data and put it into a ticket record in the "Prep Code" area, it is 
always available for use by any template that is being used by any other 
scrip also being triggered. Which makes sense.

Putting code into a CF, we use the following type of code:

Prep Code:

# set the CF "Work-Completed Date"

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Work-Completed Date";
my ( undef, undef, undef, $mon, $day, $year ) = localtime( time );
my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0);

return 1;

Clean-up Code:
return 1;

This is fairly simple code, but it should give you an idea of what you 
need to do. Notice that even though I have no real code for "Clean-up" I 
STILL put in a "return 1;". That's because the "Action" code is in two 
parts and you want to make sure both have some sort of return to tell RT 
how to act as a result of everything. If I didn't put the "Return 1;" in 
"Clean-up", the scrip would not finish and therefore the CF would not 
get any info.

Also, to reference Ticket or transaction information, keep two things in 
mind; the object type and the object relationship. For example: If I 
want to see what kind of transaction I'm dealing with, I write 
$self->TransactionObj->Type eq "Status". I like to shorten this type of 
code by creating "my $trans = $self->TransactionObj" so I don't have to 
type all that stuff over and over. All that means that if the /current/ 
(self) transaction is involving a change in the ticket status 
(TransactionObj = "Status"). The same type of thing works for Ticket 
information. However, on transactions that are "On Create", keep in mind 
whether you are trying to reference Ticket data on a ticket that hasn't 
been created yet. If I had a User-defined condition that involved an 
"OnCreate", then I most likely will /not/ be able to refer to Ticket 
info, since it hasn't been created yet. I'll need to refer to info on 
the Transaction record.

Anyway, I think I got most of this correct and I hope it helps you out.

Kenn
LBNL

On 6/17/2009 8:15 AM, Johnathan Bell wrote:
> I'm trying to set something up where when a user creates a ticket,  
> some of the custom fields are automatically filled in based on the  
> user info.
>
> I'm thinking that this is an application for a scrip... but I can't  
> seem any detailed info on scrips other than info about the pre-built  
> conditions, actions, and templates. It looks like if I can specify a  
> custom action for the ticket create condition, I can do what I want.  
> However, I can't seem to find any examples or details on what  
> contextual variables (eg. Ticket, Requester/Creator, Applicable Queue,  
> etc.) are available for Scrip code, or how to write one.
>
> Furthermore, I know how to retrieve custom field info, but not how to  
> assign it from a script... what would the method to do this be?
>
> Thanks,
> Johnathan
>
> --
> Johnathan Bell
> Internet System Administrator, Baker College
>
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