[rt-users] Notify based on CF

Kurt Engle engle at 4j.lane.edu
Thu Dec 2 12:37:57 EST 2010

Ken, thanks for the code. I will give it a go and see what happens. One question. I am not wanting to set the owner of the ticket, but simply send out a notification to a specific person based on the CF value. The owner of the ticket will be set in the usual manner of 'take'ing the ticket. 

Does that change this process? 

Kurt Engle 

From: "Kenneth Crocker" <kfcrocker at lbl.gov> 
To: rt-users at lists.bestpractical.com 
Sent: Thursday, December 2, 2010 9:25:25 AM 
Subject: Re: [rt-users] Notify based on CF 


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 
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 


return 1; 

Custom Action Cleanup: 
return 1; 

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

Hope this helps. 


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 
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 


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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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