At Monday 4/9/2007 08:13 PM, Kenneth Crocker wrote:
To all,
I have a question that perhaps the longtime users of RT can
answer; I am planning a series of scrips that will evaluate certain
Custom Fields (which can only be modified by certain people) and
based on that result and the current status of the ticket, CHANGE
the current status of said ticket. This will, in essence, allow me
to automate the work-flow of a ticket from request to development
to QA to Implementeded to Resolved or any other stages of status I
desire. My question is this, when a ticket is modified does RT
evaluate and attempt to execute any and all "user-defined" scrips
that are applied (by either Queue or Globally) for that ticket? Thanks.
Hello Kenn,
RT will look at _all_ scrips appropriate to the ticket (queue &
global) and see whether it should execute them, whether or not they
have user defined code. So if you want a user-defined condition to
execute only on a status change (for example) you have to code that
condition in the custom condition.
Also, there's a potential trap you can get caught in when updating
ticket fields in scrips - if the update that fires the scrip is
triggered from a ticket update screen, the value that is shown on the
screen when the submit button is pressed can override your scrip
update. For example, if your ticket is open, you make an update to a
custom field, and this triggers a scrip that, in custom code, changes
the status to 'stalled', the sequence of events that take place may
set the ticket back to what it was on the screen (ie open). I haven't
found a way round this one -
Steve
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