[rt-users] Notify based on CF

[Kenneth Crocker]

Kurt,

I agree with Kevin. The following is a simple scrip that sets the Owner
based on the value in a Custom Field array:

Name: Set owner on CF
Condition:On Create
Action:User-defined
Template: Blank
Stage: TransactionCreate or TransactionBatch


Custom Action Prep:
# ------------------------------------------------------------------- #
# Set ticket owner based on Custom Field
# KFCrocker  6/01/09
# ------------------------------------------------------------------- #
# set new ticket owner id value

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $ownerid = 10; # Nobody

my %orgs = qw(
           value1        999
           value2        999
           value3        999
          );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CF Name");
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};

# set new Ticket Owner ID

$ticket->SetOwner($ownerid);

return 1;

Custom Action Cleanup:
return 1;

Then follow up by creating a separate notification on Owner change.

Hope this helps.

Kenn
LBNL

On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle <engle at 4j.lane.edu> wrote:

> I have RT::Extension::ExtractCustomFieldValues installed and working. I do
> not have a problem populating the CF of a ticket. What I do need is a way to
> test that value and then notify an e-mail address based on the CF value.
>
> Basically, I need some help with Perl to accomplish this...
>
> Kurt Engle
>
>
> ------------------------------
> *From: *"Josh Narins" <jnarins at seniorbridge.com>
> *To: *"Kurt Engle" <engle at 4j.lane.edu>, "rt-users" <
> rt-users at lists.bestpractical.com>
> *Sent: *Thursday, December 2, 2010 6:26:56 AM
> *Subject: *RE: [rt-users] Notify based on CF
>
> 
>
> Do you want a partial solution, to get started?
>
>
>
> I installed RT::Extension::ExtractCustomFieldValues and I think your first
> step would be to add a Scrip for "On Create" with action "Extract Custom
> Field Values" but exactly what you'd need to do then eludes me. Something
> like "Create a template where the To: line is based on the value in the
> Custom Field"
>
>
>
> But I'm still pretty new at all this RT stuff.
>
>
>
>
> *Josh Narins*
>
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnarins at seniorbridge.com
> seniorbridge.com <http://www.seniorbridge.com/>
>
> [image: SeniorBridge]
>
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> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kurt Engle
> *Sent:* Wednesday, December 01, 2010 7:05 PM
> *To:* rt-users
> *Subject:* [rt-users] Notify based on CF
>
>
>
> I am interested in setting up a notification tree based on a Custom Field
> value. Basically, I have one Q that accepts tickets from multiple physical
> locations. I have a tech at each location. I would like the tech at location
> X to be notified when a ticket comes in with the Custom Field  Location=X .
> When the CF Location=Y, I want a different tech notified, etc...
>
> Thanks for any help..
>
> Kurt Engle
>
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