[rt-users] Problems with status changing scrip

[Jim Brandt]

Hi Zoey,

Glad you were able to get it working. And thank you (and all others who 
do so) for sharing the working solution with the list. It definitely 
helps people in the future with a similar use case.

Jim

On 5/16/16 5:03 PM, Zoey Schutt wrote:
> I ended up fixing the problem myself. The functioning scrip is below for
> anyone that would like to use it.
>
>
> Scrip Name: Set ticket to active upon customer reply
>
> Condition: On Correspond
>
> Action: User Defined
>
> Template: Blank
>
>
> Custom action preparation code:
>
>     return 1;
>
>
> Custom action commit code:
>
>
>     my $Actor = $self->TransactionObj->Creator;
>
>     my $Owner = $self->TicketObj->Owner;
>
>     # Change status to "open" if status is "customer"
>
>     if( $Owner != $Actor ) {
>
>     if ($self->TicketObj->Status() eq 'customer' ) {
>
>     $self->TicketObj->SetStatus('open');
>
>     $RT::Logger->info("Customer replied to ticket awaiting reply. Status
>     set to open.");
>
>     return 1;
>
>     }
>
>     return undef;
>
>     }
>
>     return undef;
>
>
> RT Information:
>
>
> RT 4.2.12
>
> Perl v5.14.2 built for x86_64-linux-gnu-thread-multi
>
> Apache 2.2.22
>
> PHP 5.5.33-1~dotdeb+7.1
>
> MySQL Ver 14.14 Distrib 5.5.49
>
>
>
>
> Zoey Schutt
>
> Braincoral Technology, LLC
>
>
>
> ------------------------------------------------------------------------
> *From:* rt-users <rt-users-bounces at lists.bestpractical.com> on behalf of
> Zoey Schutt <zoey at braincoral.io>
> *Sent:* Monday, May 16, 2016 8:36 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Problems with status changing scrip
>
>
> Hello,
>
>
> I am working on a scrip to auto-change the status of a ticket if it is
> set to "customer" status. However, I do not want the ticket to change
> status if the user who is replying to the ticket is the owner. I managed
> to get the status changing properly, but as soon as I try to setup the
> condition it no longer works. Could someone look this over for me and
> tell me where I'm messing up?
>
>
> Condition: On Correspond
>
> Action: User Defined
>
> Template: Blank
>
>
> Custom action preparation code:
>
>     return 1;
>
>
> Custom action commit code:
>
>     # Abort if actor is owner of ticket
>     return 1 unless $self->TicketObj->Owner != $actor->id;
>
>     # Change status to "open" if status is "customer"
>     if ($self->TicketObj->Status() eq 'customer' ) {
>     $self->TicketObj->SetStatus('open');
>     $RT::Logger->info("Customer replied to ticket awaiting reply. Status
>     set to open.");
>     return 1;
>     }
>     return undef;
>
>
> RT Information:
>
>
> RT 4.2.12
>
> Perl v5.14.2 built for x86_64-linux-gnu-thread-multi
>
> Apache 2.2.22
>
> PHP 5.5.33-1~dotdeb+7.1
>
> MySQL Ver 14.14 Distrib 5.5.49
>
>
> Thanks,
>
>
> Zoey Schutt
>
> Braincoral Technology, LLC
>
>
>
> ---------
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> * Washington DC - May 23 & 24, 2016
>