[rt-users] Scrip - Autoclose on Admin reply

[Gene LeDuc]

Hi Jason,

We use something similar that you can probably mod as needed.  If a 
queue admin replies to a ticket with an "OK", the owner is set to the 
sender and the ticket is resolved.  We use the Priority field of tickets 
as a workflow tag; in this case, assigning it a value of 20 triggers 
another scrip that sends out the "resolved" e-mail.  I don't record the 
Owner or Status transactions because I don't want either to trigger any 
other scrips (the Priority transaction will trigger the Resolved scrip).

Here's what I use:
// Custom condition
{ ### True if e-mail contains 'ok' - sets owner, pri => 20
   my $Ticket = $self->TicketObj;
   my $Transaction = $self->TransactionObj;
   my $CreatorId = $Transaction->CreatorObj->Id;
   my $Queue = $self->TicketObj->QueueObj;
   my $val = $Transaction->Type eq 'Correspond'
          && $Queue->IsAdminCc($CreatorId)
          && $Transaction->Content  =~ /\bok\s/i;
   return $val;


// Custom preparation code
return 1;


// Custom cleanup code
### Set priority to 20 to show complete, status to 'resolved'
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $CreatorId = $Transaction->CreatorObj->Id;
my $NewPri = 20;
$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0);
$Ticket->SetPriority($NewPri);
$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction 
=> 0);

Gene

On 3/23/2010 8:11 PM, Jason Clarke wrote:
> Hi list,
>
> I'm looking for some guidance on setting up a scrip to provide a odd bit
> of functionality.
>
> 1) New email comes in.
> 2) Auto assigned to queue.
> 3) Auto-response goes to requester
> 4) Auto-notification goes to watchers
> 5) Watcher responds via email (thunderbird/outlook etc)
> 6) RT pushes response to requester
> 7) Custom Scrip sees that 5) came from a static list (or list of users
> in RT) and resolves the ticket.
>
> Links to documentation or even a code sample would be greatly
> appreciated. I've gone through wiki.bestpractical.com without much
> success, but if there is "THE" page there, please link me :)
>