[rt-users] RTIR: Best way for customers to see all tickets for their employees

Stephen Switzer steve at sbsroc.com
Mon Dec 5 18:26:14 EST 2016


I very much appreciate your response. This is what this gave me:

[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Status: 0 
((eval 471):14)
[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Message: That 
role is invalid for this object ((eval 471):15)

The custom role indeed "Applies to" the queue that the ticket was 
created in, so I'm confused... scripts don't support custom roles, maybe?

Best regards,
Steve


On 12/05/2016 05:24 PM, Landon Stewart wrote:
> On Dec 5, 2016, at 12:21 PM, Stephen Switzer <steve at sbsroc.com 
> <mailto:steve at sbsroc.com>> wrote:
>>
>> Please excuse the re-post, but I've made some progress today, and I 
>> think I just need a tweak. I have the following code in "Custom 
>> action preparation code":
>>
>> my $groupname='Cust-Customer1';
>>
>> # Load the custom group from RT
>> my $groupObj = RT::Group->new($RT::SystemUser); 
>> $groupObj->LoadUserDefinedGroup($groupname);
>> return undef unless $groupObj;
>>
>> #This worked
>> #my $admincclist = $self->TicketObj->AdminCc;
>> #$admincclist->AddMember($groupObj->Id);
>>
>> #This doesn't work...
>> $self->TicketObj->AddWatcher(
>>   Type=>"Customer",
>>   PrincipalId=>$groupObj->Id
>> );
>> return 1;
>>
>> Can anyone shed light on how to add a custom role member to a ticket 
>> on create? If I uncomment the admincclist lines, I get it added to 
>> the AdminCC field... but not the Customer custom role. I see no 
>> errors in the rt.log file, which is set to warning.
>>
>> Thank you!
>>
>>
>
> I'm not sure exactly why it's not working but you could check out the 
> return value from $self->TicketObj->AddWatcher() and see if there's 
> any useful information in there since AddWatcher() returns a tuple of 
> (status, message).
>
> Untested code:
>
> my $groupname='Cust-Customer1';
>
> # Load the custom group from RT
> my $groupObj = RT::Group->new($RT::SystemUser);
>  $groupObj->LoadUserDefinedGroup($groupname);
> return undef unless $groupObj;
>
> #This worked
> #my $admincclist = $self->TicketObj->AdminCc;
> #$admincclist->AddMember($groupObj->Id);
>
> #This doesn't work...
> *my ($status, $message) = *$self->TicketObj->AddWatcher(
>   Type        => "Customer",
>   PrincipalId => $groupObj->Id
> );
> *RT->Logger->warning("AddWatcher Status: $status");*
> *RT->Logger->warning("AddWatcher Message: $message");*
> return 1;
>
> --
> Landon Stewart
> Lead Analyst - Abuse and Security Management
> INTERNAP ®
> 📧 lstewart at internap.com <mailto:lstewart at internap.com>
> 🌍 www.internap.com <http://www.internap.com>
>

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