[rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve

Foggi, Nicola NFOGGI at depaul.edu
Sat Aug 2 21:33:34 EDT 2014

I'm thinking this comment in Ticket.pm might be related to what I'm seeing:

    # Deal with setting up links

    # TODO: Adding link may fire scrips on other end and those scrips
    # could create transactions on this ticket before 'Create' transaction.
    # We should implement different lifecycle: record 'Create' transaction,
    # create links and only then fire create transaction's scrips.
    # Ideal variant: add all links without firing scrips, record create
    # transaction and only then fire scrips on the other ends of links.
    # //RUZ

Looks like that comment still exists in the 4.2 code?  Any ideas on a workaround if this is indeed what I'm running into?


From: Foggi, Nicola
Sent: Saturday, August 02, 2014 7:45 PM
To: rt-users at lists.bestpractical.com
Subject: Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve

Version : RT-4.0.19

Hey All,

Running into a slight problem with a new queue I'm attempting to roll out a new queue that uses some "pre-canned" template responses using Articles from the integrated RTFM system in 4.0.19 now.  I've changed the lifecycle to make the open -> resolve a default RESPOND vs COMMENT and that's working.  However, I want to send a default template response if the admin forgets to choose an article to respond with.  I came up with the following code below for the custom codition.  I'm detecting if the ticket has a ReferTo set and then if it doesn't return code 1 to that the scrip executes which sends the template, otherwise, sets it to 0 so it skips the scrip.

The problem I'm running into is it appears the run the scrip prior to linking the article to ticket, so it always thinks the admin hasn't attached an article when they actually have.  Is there anything I can do to execute the scrip post process of attaching the article (I tried setting it to Transaction Batch).

Any ideas would be greatly appreciated.



[custom condition below]

my $RefersToTickets = $self->TicketObj->RefersTo;
my $FirstRefersToTicketLink = $RefersToTickets->Next;

my $returncode = 0;

my $txn = $self->TransactionObj;#
my $type = $txn->Type;
return 0 unless $type eq "Status"
    || ( $type eq 'Set' && $txn->Field eq 'Status');

if ($txn->NewValue eq "resolved") {

   eval {$FirstRefersToTicketLink->TargetURI->URI};
   my $results = $@;
   $RT::Logger->info('219 - ' . $results);
   if ($results =~ qr{^Can't call method}) {
      $returncode = 1;
   } else {
      $returncode = 0;


$RT::Logger->info('Return Code: ' . $returncode);
return $returncode;

More information about the rt-users mailing list