[rt-users] SetStatus and SetOwner scrip question

[Ken Crocker]

Mike,

You didn't get my code correct. You forgot the "Force". (NO, I'm NOT 
saying "may the force be with you", gaagh!).
Also, when creating a scrip, you must keep in mind that when you define 
the condition as :User-Defined", you SHOULD end with a return code in 
both the "Prep" & "Cleanup" areas. Since my code is in the "Cleanup" 
area, I have a "return 1;" in the "Prep" area. That way RT knows to 
continue on to the cleanup area. So, to re-cap, your code should look 
something like this:

Condition: On whatever
Action: User-Defined

Custom Prep Code:
Return 1;

Custom Cleanup Code:

# set new Ticket Owner value
my $ticket = $self->TicketObj;
$ticket->SetStatus('new');
$ticket->SetOwner(10, 'Force');
return 1;

That should do it. Hope this helps.

Kenn
LBNL

On 9/25/2009 6:55 AM, 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");
>  
> 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: mike.johnson at normed.ca <mailto:mike.johnson at normed.ca>
> Technology assistance: email nosmhelpdesk at normed.ca 
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>
>
> >>> 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).
> ------------------------------------------------------------------------
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