[rt-users] Conditions in a template?

[Gene LeDuc]

Assuming that your auto-reply template is getting control via an 
on-create scrip, the owner has already been set to B before your code 
runs in the template (I think RT assigns everything before the on-create 
transaction is recorded).  In your template code you can check the 
current value of Owner and, if it is Nobody or null, set it to A (and 
don't do anything if it is something else).  Something like
if ( $Ticket->Owner && $Ticket->Owner->Id == 10 ) { ### set owner to A }

To be more portable, you might want to compare to the actual Id() of the 
"Nobody" user rather than hard-code in "10".  On my 3.6.3 system, 
"Nobody" is 10.

Regards,
Gene

testwreq wreq wrote:
>  
> 
> Dear RT Gurus,
> 
> We have created cusomized "Auto Reply" templates for all the queues, 
> that overwrites the "Global Auto Reply" template. I am wondering if 
> anyone know of any documentation on customizing template with conditions?
> 
>  
> 
> Basically, the first few lines of my customized template is assigning a 
> owner 'A' to the queue, and it does not record the transaction.
> 
>  
> 
> This is fine when the request is generated via email. However, we are 
> coming accross a situation where users are generating request using the 
> 'Ticket Create Option' of the interface and want to assign the ticket to 
> another staff member.. i.e. oweber 'B'. The users are able to select 
> owner "B" from the interface, but because of our customized template, 
> the owner is written back as "A".
> 
>  
> 
> Is there a condition that I can use to check the previous value of "owner"
> 
> prior to assigning owner "B"?
> 
>  
> 
> For Eaxmple, check if Field=>'owner' has a value,
> 
>   if yes, keep the same value and set RecordTransaction=>0,  ELSE
> 
>     give the value as 'B'  and set RecordTransaction=>0
> 
>  
> 
>  
> 
> Any suggestions/hlp will be appreciated. Regards rq.
> 
> ============= END ===========
> 
>  
> 
> {
> 
> ### assigns owner but doesn't record transaction ### Note that $owner 
> needs to be the RT id for the owner object, ### not a name or e-mail 
> address.
> 
> my $owner = '22';
> 
> $Ticket->_Set(Field=>'Owner', Value=>$owner, RecordTransaction=>0); $OUT 
> .= ""; }
> 
> Subject: AutoReply: {$Ticket->Subject}
> 
>  
> 
> This message has been automatically generated in response to the 
> creation of a trouble ticket regarding:
> 
> {
> 
>   if ($Ticket->Subject() eq '') {
> 
>       $OUT .= "                 No Subject";
> 
> }
> 
> }
> 
>       { $Ticket->Subject() }
> 
>  
> 
> A summary of which ...
> 
> ===================
> 
> {$Transaction->Content()}