[rt-users] Scrip - On close set CF to owner name and then change owner to nobody

Bart bart at pleh.info
Tue Oct 4 08:01:31 EDT 2011

Never mind...

I just stumbled upon the CreatorObj.

Changed the scrip to the following:

my $my_owner = $self->TicketObj->CreatorObj->Name;
> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value =>
> $my_owner);
> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force');
> return 1;

This gave me the result I wanted it to have :-)

Problem solved.

-- Bart

2011/10/4 Bart <bart at pleh.info>

> Hi,
> I'm currently struggling with this scrip, in separate parts it works but
> together it kinda makes a mess O_o
> Some background on the scrip. We want the ticket owner to be set to Nobody
> on close, when tickets reopen they will show up in the New/nobody queue for
> everyone in a support group to pickup instead of the previous owner.
> But, we do want the ability to make a simple search query on resolved
> tickets and sort them by owner. Basically for our managers so they can see
> if the tickets are distributed evenly, etc.
> For that purpose I figured I could fill in the owner name into a CF and
> have the actual owner set to nobody.
> Below the scrip:
> my $my_owner = $self->TicketObj->OwnerObj->Name;
>> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value =>
>> $my_owner);
>> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force');
>> return 1;
> What happens is that the first two lines fill the current owner's name into
> a CF called "Last Owner".
> After that it should change the owner to Nobody, in my case the UID of
> Nobody is number 6. I've set it to force since it doesn't always work
> correctly if you leave the force bit out.
> When I run this scrip separately it works, I can set the owner to nobody +
> if I leave the last bit out I'm able to set the current owner in the CF
> called "Last Owner".
> But when using them together as shown in the scrip above it doesn't work
> the way I want it to.
> It then seems to first set the owner to nobody and then fill the CF with
> the username Nobody... So yes it works but I'm expecting the scrip to first
> get the old owner name and fill that one into the CF.
> I've also tried setting this first part into the "prep" code and the second
> part (changing the owner) into the cleanup code, but that doesn't seem to
> change anything.
> The other thing I've tried was changing the TransactionBatch to
> TransactionCreate and back. With TransactionCreate it doesn't fully work,
> when using TransactionBatch it does work but instead of the previous ticket
> owner it fills in the Nobody user...
> So, does anyone know a simple way to fix this? I'm expecting RT to
> sequentially do the above scrip but I guess I'm missing something in order
> for it to work.
> Thanks in advance.
> -- Bart
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