[rt-users] Scrip/template "Notify parent ticket owner on resolve"?

Kenneth Crocker kenn.crocker at gmail.com
Tue Jun 5 18:40:24 EDT 2012


OK. Here's what you do:

Create a Template called "Notify Parents on Resolve".

The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the "To:" line in the Template)
at the top (test the code to correct my mistakes):

To: {my $parent = $Ticket->MemberOf;);
      my $OUTPUT;
      while ( my $value = $parent->Next )
         $OUTPUT .= $value->OwnerObj->EmailAddress;
         $OUTPUT .= "<---\n";
Subject: This Child Ticket has been Resolved

Then create a scrip titled "Notify Parents of Resolved Child".

The code should be like this:

# Condition:   User Defined
# Action:      Notify Others ("To:" address built by template code in
template below)
# Template:    Global template: Notify Parents of Resolved Child
# Stage:       TransactionBatch

# Custom condition:
# Set initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $MemberOf = $ticket->MemberOf;

# Check for value change on Ticket Status

return ($self->TransactionObj->Type eq "Status" &&
          $self->TransactionObj->NewValue eq "resolved" &&

# Custom action preparation code: None

# Custom action clean-up code: None

Anyway, I just whipped this up and you should verify all the code. The
thing is you want to set a condition that tests that the ticket is being
resolved and it is a child. The template should have code that replaces the
"To:" address with the email address of the owner for any parent above and
that way all parents, grandparents, etc get an email saying that a child
ticket has been resolved. My code may be off but the mechanics should be

Hope this helps.


On Tue, Jun 5, 2012 at 2:48 PM, Jeff Blaine <jblaine at kickflop.net> wrote:

> On 6/5/2012 5:29 PM, Thomas Sibley wrote:
> Thanks Thomas
>  Think about it this way.  Make your Condition custom "On Resolve + Has
>> Parents"
> Right.
>  Then use a standard Notify* action and set the Template on the scrip.
> The goal is: On resolve of a child ticket, notify *each parent
> tickets' owner* that the child was resolved.
> There is no "standard Notify* action" for "Owners of parent
> tickets", so I'm confused by what you mean there.
> You also said "the Template". Are you suggesting that I write
> the logic into a new custom template and force the "To:"
> field there?  Or did you intend "the Template" to mean any
> existing template of my choice.
> I really don't follow you due to terseness, though I am certainly
> not looking for anyone to provide the code either.
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