[rt-users] Question about "On Queue Change" Scrip Condition

[Kenneth Crocker]

David,

I could be wrong, but I think it is a matter of timing. My experience with
trying to stop a transaction in RT is that you're always a little late in
the process. Once RT has recorded that a ticket *has* changed Queues, I
believe it is already too late. You can change it back, but you can't stop
it. My advice would be to check the transaction for a Queue change
*FROM*the Queue you don't want to change from and just change it back.
We had a situation where someone was sending emails to a group when they
didn't know where to send it. We wrote a scrip for that Queue that looked at
the *from* email address and just sent the ticket to the correct Queue.
Sorry I can't be of more help.

Kenn

On Tue, Sep 21, 2010 at 8:05 AM, David Moreau Simard <fooraide at gmail.com>wrote:

>  I had to re-type part of the code to post it to the mailing list and the
> $Transaction / $transaction came from there, it is actually fine in the
> custom condition:
>
> my $Transaction = $self->TransactionObj;
>
> return($Transaction->Type eq "Set" && $Transaction->Field eq "Queue" &&
> $Transaction->OldValue eq "queuename");
>
> It could had been a nice find though..
>
> My error logs do not show anything relevant, no compilation errors or
> anything.
>
>
> > David,
> >
> > Maybe it's just the way the typing looks, but it looks like you defined
> my
> > $Transaction with a capitol "T", but when you specify it in the code, it
> has
> > a lowercase "t". This might cause a problem. What did you see in your log
> > file?
> >
> > Kenn
> > LBNL
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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