[rt-users] SetStatus and SetOwner scrip question

[Kevin Falcone]

On Fri, Sep 25, 2009 at 09:55:23AM -0400, Mike Johnson wrote:
>    Hi Kevin,
> 
>    Thx for that tidbit of info,
> 
>    In that file I found the correct syntax, out of Sean's set, the 2 below will work,
> 
>    $self->TicketObj->SetOwner("Nobody");
>    $self->TicketObj->SetOwner("10");

You're not checking return values.

my ($status, $msg) = ....
log the status and message and find out why it isn't being set

-kevin

>    But, this is baffling me...
> 
>    This is my scrip
> 
>    Condition: On Queue Change
>    Action: User Defined
>    Custom action Preparation Code:
>    # set new Ticket Owner value
>    my $ticket = $self->TicketObj;
>    $ticket->SetStatus("new");
>    $ticket->SetOwner("Nobody");
> 
>    Based on the above investigation, I know the syntax is correct for the SetOwner.  However, the
>    only thing that happens on queue change is the ticket's status is set to new.  That shows up
>    in the ticket history.  The SetOwner doesn't show up at all, nothing happens.
> 
>    This is the exact same spot Sean got stuck.... and the thread ended.....
> 
> 
>    Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his is in the
>    cleanup code spot.  If I put that code in there, absolutely nothing gets changed in the
>    ticket...
> 
>    Any thoughts anyone?
> 
> 
> 
> 
> 
>    Mike Johnson
>    Datatel Programmer/Analyst
>    Northern Ontario School of Medicine
>    955 Oliver Road
>    Thunder Bay, ON   P7B 5E1
>    Phone: 807.766.7331
>    Email: [1]mike.johnson at normed.ca
>    Technology assistance: email [2]nosmhelpdesk at normed.ca
>    Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
>    Off campus toll free 1-800-461-8777, option 8, or locally either
>    (705)-662-7120 or (807)-766-7500
> 
>    >>> Kevin Falcone <falcone at bestpractical.com> 24/09/2009 5:06 pm >>>
>    On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
>    >    I was looking through the list's history.
>    >
>    >    The original email did not get an answer to it.
>    >
>    >    The piece that interests me about this listserv topic(dating back to Aug 2007)....
>    >
>    >
>    >    Sean, and myself are trying to set a ticket's owner to nobody on an action...
>    >
>    >    He stated,
>    >
>    >    I've tried:
>    >
>    >    $self->TicketObj->SetOwner("Nobody");
>    >    $self->TicketObj->SetOwner(Nobody);
>    >    $self->TicketObj->SetOwner("10");
>    >    $self->TicketObj->SetOwner(10);
>    >    $self->TicketObj->SetOwner(Name => "Nobody");
>    >    $self->TicketObj->SetOwner(Name => Nobody);
>    >    $self->TicketObj->SetOwner(Id => "10");
>    >    $self->TicketObj->SetOwner(Id => 10);
>    >
>    >    None of these has worked and nothing in rt.log indicates any problems.  I have
>    >    it set up with debug so I know I'm getting as much info as I can.
> 
>    If you want as much information as possible, you should check the
>    return values of SetOwner.  The arguments for the SetOwner method are
>    documented in Ticket_Overlay.pm.
> 
>    -kevin
> 
>    >    Can anyone tell me which of the above? and what else do I need to set to make this happen
>    on a
>    >    specific condition(I'm using On Queue change).
> 
> References
> 
>    Visible links
>    1. mailto:mike.johnson at normed.ca
>    2. mailto:nosmhelpdesk at normed.ca

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