[rt-users] Notify based on CF

[Kurt Engle]

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 

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 

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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