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

[Lucchesi Leon, Evan]

Yes, Gene's answer solved #1 (Thanks Gene!)

I had tried a number of different combinations of values but didn't hit
on the right one.  Thanks for the tip about logging the parameters too,
usually I do that sort of debugging by adding a comment to a ticket in
my test environment but this may work better for me.

As for #2, we already do submit a comment to the ticket explaining what
happened, but for various procedural reasons it was requested that we
display the action more prominently to people using the web interface.
I'll play around and see if I can add anything to @results, but if
anyone else has any suggestions that would be appreciated.

Evan

-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: Wednesday, April 21, 2010 12:04 PM
To: Lucchesi Leon, Evan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Scrip for replying to a resolved ticket, scrip
results

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.


Regards;
Roy

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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