[rt-users] Question on custom scrip condition

[Ken Crocker]

Kevin,

What if the ticket is created WITHOUT an owner?

Kenn
LBNL

On 6/22/2009 2:57 PM, Kevin Gagel wrote:
> Thanks Ken for the script. I've altered Ken's script to this:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> if  ($trans->Type eq 'CustomField')
>     {my $cf = new RT::CustomField($RT::SystemUser);
>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>          Name => 'Urgency');
>      return 0 unless $cf->id;
>      if  ($trans->Field == $cf->id && $trans->NewValue eq 'URGENT')
>           {
>           $RT::Logger->debug('.');
>           $RT::Logger->debug('It is an URGENT ticket so send the owner 
> a message.');
>           $RT::Logger->debug('.');
>           return 1;
>           }
>      else
>         {
>         $RT::Logger->debug('.');
>         $RT::Logger->debug('Fell through the check and into the else.');
>         $RT::Logger->debug('.');
>         }
>     }
>
> return 0;
> ===================================================
> The debug output shows it is doing what's expected but I am not 
> receiving an email. The debug output indicates that no recipients were 
> found. So... How do I correct that?
> I want the owner of the ticket to be notified by email if a ticket is 
> created with an URGENT status or if the status changes to URGENT.
>
> Actual debug output:
> [Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for 
> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
> [Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; 
> recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
> [Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] 
> URGENT: URGENT
> From: "Kevin W. Gagel via RT" rt\@XXXXXX.bc.ca
> Reply-To: rt\@XXXXXX.bc.ca
> Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0 at CNC IT Services>
> Precedence: bulk
> X-RT-Loop-Prevention: CNC's Ticket System
> RT-Ticket: CNC's Ticket System #165
> Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
> RT-Originator: gagel at XXXXXX.bc.ca
> MIME-Version: 1.0
> Content-Transfer-Encoding: 8bit
> Content-Type: text/plain; charset="utf-8"
> X-RT-Original-Encoding: utf-8 
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
> [Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from 
> Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
> [Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for 
> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
> [Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred 
> delivery on transaction #2236 
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
>
>
> Kevin W. Gagel
> Network Administrator
> Local 5448
> My blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My shared files:
> http://mail.cnc.bc.ca/users/gagel
>
>
> --- Original message ---
> Subject: Re: [rt-users] Question on custom scrip condition
> From: Ken Crocker <kfcrocker at lbl.gov>
> To: Kevin Gagel <gagel at cnc.bc.ca>
> Cc: RT Users <RT-Users at lists.bestpractical.com>
> Date: 16/06/2009 3:56 PM
>
> Kevin,
>
>
> Here's one we use for when the development step of a ticket (CF 
> "Work-State") is changed to "Review Approved":
>
> # condition execution on CF Review Process
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if  ($trans->Type eq 'CustomField')
>     {my $cf = new RT::CustomField($RT::SystemUser);
>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>          Name => "Work-State");
>      return 0 unless $cf->id; 
>      if  ($trans->Field == $cf->id &&
>           $trans->NewValue eq "Review Complete-Approved")
>           {
>            return 1;
>           }
>     }
>
> return 0;
>
> Just plug in your CF name and value you want and you're set. Hope this 
> helps.
>
> Kenn
> LBNL
>
> On 6/16/2009 2:53 PM, Kevin Gagel wrote:
>> My users don't want to use priorities so they've had me create 4 
>> levelsfor urgency. They only want to be notified by email on an item 
>> that hasthe highest urgency level set. So I want to setup a custom 
>> conditionthat tests for that level and then sends an email to the 
>> user if thatspecific level is set.
>>
>> So, I have a custom field of "Urgency" which can have a value of 
>> URGENT, High, Medium, Low, or Project.
>> I have the template made already for the email to be sent out and 
>> thescrip configured for it. I just don't know how to write the 
>> customcondition to put into the scrip. How do I write the condition 
>> to test for "URGENT" and indicate the action to send the email?
>>
>> All the references I'm finding in the RT Essentials have me a bit 
>> confused, am I supposed to right a new module to make this scrip or 
>> can I just add the perl code to the condition (not that I know what 
>> code I have to enter just yet).
>>
>> Kevin W. Gagel
>> Network Administrator
>> Local 5448
>> My blog:
>> http://mail.cnc.bc.ca/blogs/gagel
>> My shared files:
>> http://mail.cnc.bc.ca/users/gagel
>>
>>
>>  
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