At Tuesday 5/8/2007 01:14 AM, Kenneth Crocker wrote:
To all,
I have created the following scrip/conditions:
Condition: User Defined
Action: Notify AdminCc's, Cc's, Requestors
Template: Reviewed (new template created as well)
Custom Condition:
# condition execution on ticket status and Custom Field value
return ($self->TicketObj->Status eq "new" &&
$self->Ticket->FirstCustomFieldValue('Approval-Status')
eq "Reviewing Request");
return 0;
Custom Action Preparation Code: none
Custom Action Cleanup code:
# set new status for work-status
my $cf_obj;
my $cf_name;
my $cf_value;
$cf_obj = RT::CustomField->new($RT::SystemUser);
$cf_name = "Work-Status";
$cf_value = "Pending Decision";
$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ".
$cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject(
Object=>$self->TicketObj, Content=>$cf_value, );
# set new status for ticket
$RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
I have also added the new ticket status value in my RT Configuration.
My problem is 1; I get a template sent out that I did not
ask for (I get new owner like for an owner change).
2; the ticket status doesn't get changed.
Any ideas? Thanks.
Kenn
LBNL
Hi Kenn,
One question - what action in RT are you hoping will trigger this scrip?
Re the two problems:
1) The unasked-for template email must be generated by a different
scrip - there's no way this scrip could use a template other than the
one you specified.
2) The custom condition code seems problematic - it doesn't check for
transaction type, which means it will return 1 for ANY ticket
transaction for a ticket with status = new and custom field = your
value. Is that what you want, or do you want to capture a CF change?
Also, by trying to change status in the scrip action, you may be
running into the problem with whatever status value was on the screen
overriding your scrip change.
Hope this is helpful,
Steve
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