[rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value

[Holger Haase]

Great, this did the trick! Many thanks to Christian Loos! 

Best regards,
Holger

-----Ursprüngliche Nachricht-----
Von: Loos, Christian [mailto:CLoos at netcologne.de] 
Gesendet: Donnerstag, 25. Oktober 2012 12:01
An: Holger Haase
Cc: rt-users at lists.bestpractical.com
Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not a specific value

Hi Holger,

your Custom action preparation code must look like this:

my @queue_list = qw(second_level);
my $ticket = $self->TicketObj;
my $queue = $ticket->QueueObj;
my $queue_name = $queue->Name;
return 0 unless grep /$queue_name/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('AssetTag');
return 1;

This *must* be an global script. It only runs if the ticket queue is in the @queue_list array.

Chris


Christian Loos
Network Documentation & Fibre Management _________________________________________________________________________
NETCOLOGNE Gesellschaft für Telekommunikation mbH   
Am Coloneum 9 | 50829 Köln
Tel: 0221 2222-276 | Fax: 0221 2222-7276 | Mobil: 0177 8888276

www.netcologne.de

Geschäftsführer: 
Dr. Hans Konle (Sprecher)
Dipl.-Ing. Karl-Heinz Zankel
Vorsitzender des Aufsichtsrates:
Dr. Andreas Cerbe
HRB 25580, AG Köln


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-----Ursprüngliche Nachricht-----
Von: Holger Haase [mailto:holger.haase at stepstone.de]
Gesendet: Donnerstag, 25. Oktober 2012 11:21
An: Loos, Christian
Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not a specific value

Hi Christian,
Many thanks for your fast answer!

It must be a global scrip?
So if the queue where it should happen is named "second_level" it should look like this, right?
_______________________________________________________
Condition: On Resolve
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom action preparation code:

my @queue_list = qw(first level  second_level third_level); my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $queue_name = $queue->Name; return 0 unless grep /$second_level/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('AssetTag');
return 1;

Custom action cleanup code:

$self->TicketObj->SetStatus('re-opened');
return 1;


Thanks/Danke
Holger