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

Bart bart at pleh.info
Wed Oct 5 07:49:26 EDT 2011

After some more playing around and search it now seems to be fixed
permenantly (I hope at least lol)

This scrip does what I want it to do:

my $actor_id = $self->TransactionObj->Creator;

my $temp_user = RT::User->new();
my $actor_name = $temp_user->Name();

$self->TicketObj->AddCustomFieldValue(Field => 'Ticket Solver', Value =>

my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force');

return 1;

This seems to get the actioning user from the transaction, then via some
magic I've found in the wiki it gets the name and afterwards it fills in the
name into the Ticket Solver field.

After that, it simply sets the owner to nobody.

This wiki page helped me out:

   - http://requesttracker.wikia.com/wiki/AutoCcLastOwner

Hope this helps someone else in the end :-)

-- Bart

2011/10/5 Bart <bart at pleh.info>

> Hi,
> After some more testing the below scrip doesn't seem to do what it should..
> It now does work but it fills in the wrong user. Sometimes a colleague of
> mine instead of myself, while I'm the person hitting "Resolved". Or
> sometimes root, I guess because it runs a scrip when closing and the actual
> last actioning user almost always is root.
> Is there better, more clever, way for getting the actioning user "or" the
> ticket owner into a CF during ticket resolve and afterwards setting the
> owner to nobody?
> -- Bart
> 2011/10/4 Bart <bart at pleh.info>
>> 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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20111005/8dc454d2/attachment.htm>

More information about the rt-users mailing list