[rt-users] Scrip for replying to a resolved ticket, scrip results

Raed El-Hames rfh at vialtus.com
Wed Apr 21 12:03:33 EDT 2010

Hi Evan;

I think Gene answered 1;
For 2 I have something similar, but what I do on failure is to submit a 
comment to the ticket with an explanation why the queue move have failed.
As far as I know the text in the Results section @results is 
generated/built while processing the actions , and cannot be injected into.


Lucchesi Leon, Evan wrote:
> Hi all, two questions that I haven't been able to find answers to 
> after a few hours of searching and reading through code:
> (For reference I use RT 3.8.4 right now)
> 1) I'd like to set up a scrip that will correspond with a template 
> when someone replies to a ticket that has been resolved.  I have tried 
> a number of different things to try and only send the reply to the 
> person who sent the correspondence, but I gave up and decided I'd be 
> happy if it would just autoreply to all requestors and CCs with my 
> template when someone replies to it and it's resolved.  So the most 
> recent scrip I have tried is the simplest, and doesn't seem to do 
> anything.  Can anyone tell me what I'm doing wrong?
> Condition: User Defined
> Action: Autoreply to Requestors and Ccs
> Template: Global template: Autoreply to Resolved
> Stage: TransactionCreate
> Custom Condition:
> return 0 unless ($self->TransactionObj->Type eq "Correspond" && 
> $self->TicketObj->Status eq "Resolved");
> return 1;
> 2) We have a number of custom scrips in our RT installation, many of 
> which perform transactions themselves - for example, when a ticket's 
> queue is changed from A to B, make sure X and Y custom fields are set, 
> if they aren't, put the ticket back in A.  The actual line to move the 
> ticket back is
> my ($retcode, $msg) = $self->TicketObj->SetQueue($original_queue);
> The problem is, when you go to actually move the ticket to B, and it 
> gets moved back to A by the scrip, the "Results" section at the top of 
> the page only displays that it moved the ticket from A to B, and 
> without looking at the queue you'd have no idea that it was 
> automatically moved back for you.
> So is it possible to either
> - Rewrite my line of code above to record the standard "Ticket moved 
> from A to B" message in the Results section, or
> - (preferred) Inject arbitrary text in to this Results box so I can 
> add my own explanation to the user as to what happened and why?
> Thanks for your time, let me know if I can provide any more 
> information on any of this.
> Evan
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