[rt-users] Custom Field (Priority) not Updating Actual Priority

[Kevin Falcone]

On Tue, Jul 30, 2013 at 08:52:05AM -0700, wendi413 wrote:
> I have setup a Custom Field for users to enter a Priority
> (Minor/Low/Medium/High/Critical). When a ticket is created, this custom
> field updates the actual Priority via a custom scrip.

You may just want to use
https://metacpan.org/release/RT-Extension-PriorityAsString

-kevin

> Condition: On Transaction
> Action: User Defined
> Stage: TransactionCreate
> Snippet:
> my $cf_va = $self->TicketObj->FirstCustomFieldValue('Priority'); 
> 
> #Set Priority number based on the text value set by the end user 
> my $pri_va = ""; 
> $pri_va = "4" if ($cf_va =~ /^Critical/ or $cf_va == "4");
> $pri_va = "3" if ($cf_va =~ /^High/ or $cf_va == "3"); 
> $pri_va = "2" if ($cf_va =~ /^Medium/ or $cf_va == "2"); 
> $pri_va = "1" if ($cf_va =~ /^Low/ or $cf_va == "1"); 
> $pri_va = "0" if ($cf_va =~ /^Minor/);
> 
> #Set the priority 
> if($pri_va != ""){$self->TicketObj->SetPriority($pri_va)};
> 
> This works fine, but if someone goes into the ticket Basics and changes the
> Priority via the CF, it does not update the actual Priority? It will update
> if they send out an email, etc. Curious what I am missing here? New to RT
> and it's super powerful but baffling. :) Thanks for any leads!
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