[Rtir] Help with custom condition on scrip

Rob Moerman Rob.Moerman at rci.rogers.com
Fri Jun 27 14:35:34 EDT 2014

Hi there,

I'm trying to get a custom scrip to run on a status change to "Active" on an RT 4.2.5 installation.

The queue is using a custom lifecycle that includes status' of Pending > Active > Contained > Resolved > Rejected > Deleted.  All of the transitions and lifecycles have been defined and there is no issue creating, moving or transitioning tickets through the various statuses.

I've created a custom scrip with condition "User Defined" and action "User Defined" (for testing purposes, although the intention is to eventually have the scrip send an email to a distribution group.

The "Custom Condition" looks like this (based on example code taken from http://requesttracker.wikia.com/wiki/CustomConditionSnippets):

my $txn = $self->TransactionObj;
my $type = $txn->Type;
return 0 unless $type eq "Status"
|| ( $type eq 'Set' && $txn->Field eq 'Status');
return 0 unless $txn->NewValue eq "Active";
return 1;

The "Custom action preparation code" looks like this:


This is just to dump out some text to the logs to confirm if the condition is working as intended.  It is not, and the logs show "Skipping Scrip #18 because it isn't applicable" (This would be the scrip in question).

I've tried this as both a normal and a batch script and it won't fire.

Appreciate any insight.

Robert Moerman, CISSP
Manager, Security Monitoring & Threat Response
Information Security Operations Center

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