[rt-users] Open Ticket On Resolve Of Dependants?

[Kevin Falcone]

On Wed, Feb 06, 2013 at 09:26:23AM -0500, Kevin Comer wrote:
> 
> Our Process:
> 1. Parent Ticket created, & Custom Fields Selected ->
> 2. scrip Creates multiple Approval tickets with Specific Subjects ->
> 3. When All Approvals are completed, Parent ticket is set to open via
> script ->
> 4. on Status change to Open of Parent ticket, -> a new Implementation
> ticket is created to a Queue based on Custom Field from Parent Ticket.
> 5. New Implementation ticket is then ready to be worked and Resolved.
> 6. Once All tickets are Resolved the Parent ticket can be Resolved
> 7. TBD (On Completion create a new Review ticket/s for Finial Approval)
> 
> The solution to open based on Subject would fire when a ticket with a
> Specific Subject line was resolved.
> 
> In our case this is an approval process and there will be several
> approvals, such as Manager, Security, Change Coordinator etc.
> If the scrip sets the parent ticket to open based on Subject, our
> process would be to resolve the Change Coordinator ticket last. The
> other Approval tickets could be approved anytime before the Change
> Coordinator. Once all approvals are completed the Implementation ticket
> is then ready to be worked.

Have you considered using RT's approvals?
http://bestpractical.com/rt/docs/latest/customizing/approvals.html
rather than building from scratch

-kevin

> On 02/06/2013 03:53 AM, Christian Loos wrote:
> >Hi Kevin,
> >
> >this scrip open the parent ticket if all dependent are closed:
> >
> >my $deps = $self->TicketObj->DependedOnBy;
> >while( my $link = $deps->Next ) {
> >     next unless $link->BaseURI->IsLocal;
> >     my $dep = $link->BaseObj;
> >     next if $dep->QueueObj->IsInactiveStatus($dep->Status);
> >     $dep->SetStatus('open') unless $dep->HasUnresolvedDependencies;
> >}
> >return 1;
> >
> >Note that you have to change your scrip condition to "On Close".
> >
> >I don't understand the part with the ticket subject. Maybe you can
> >figure it out by yourself with my suggestion or you can explain it a
> >little bit more what you want to do.
> >
> >Chris
> >
> >Am 05.02.2013 17:03, schrieb Kevin Comer:
> >>Hello,
> >>
> >>I am new to Perl and RT Scrips, and I need to set up a scrip that will
> >>change the parent ticket from new to open when all dependent tickets
> >>have been resolved, or have it perform only on the Subject of one
> >>Specific Ticket.
> >>
> >>I found this script below and it works on the first ticket resolved. How
> >>can I modify this scrip to either wait till all dependents are resolved
> >>or resolved on a specific subject?
> >>
> >>I have tried this to get it to work on the subject, but to no
> >>avail.      next unless( $l->BaseObj->Subject eq
> >>'Change-Coordinator-Approval');
> >>
> >>How can I find or figure out what objects are available for the
> >>different sections of a ticket? etc.
> >>
> >>Condition: On Status Change
> >>      Action: User Defined
> >>  Template: Global Template Blank
> >>
> >>Customer action: return 1;
> >>Custom action cleanup code:
> >>    return 1 if ($self->TransactionObj->NewValue !~
> >>/^(?:resolved|deleted|rejected)$/);
> >>    my $DepOnBy = $self->TicketObj->DependedOnBy;
> >>    while( my $l = $DepOnBy->Next ) {
> >>      next unless( $l->BaseURI->IsLocal );
> >>      next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );
> >>
> >>      # here you can add any action
> >>      # see also example below
> >>      $l->BaseObj->SetStatus('open');
> >>    }
> >>    $DepOnBy = undef;
> >>    return 1;
> >>
> >>Any thoughts or ideas?
> >>
> >>Thanks in advance
> >>
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> 
> 
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> 
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