So Mathew I am guessing you want tickets moved to the TechOps queue to
change to new if these were moved from TriageQueue , then I would
suggest you do a queue script (ie not global) in the TechOps queue ,
with the On Queue change condition and User defined Action, return 1;
for prep code and action clean up as follows:
if ($self->TransactionObj->OldValue == 18) {
$self->TicketObj->SetStatus('new');
return 1;
} else {
return undef;
}
Change the 18 to the value of the queue id for your TriageQueue ; I
tried using Queue name did not work.
Good luck;
Roy
Mathew Snyder wrote:
Well, I thought I had solved the problem. However, had noticed a potential
problem with the way I had it set up:
if ($self->TransactionObj->NewValue eq "TechOps") {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
I need the status set to new for anything that isn't coming from our triage
queue. Right now it looks as if it will avoid being set to new regardless of
which queue it comes from. This doesn't work with our policies.
I thought that if I modify it to include the old value of the triage queue it
would work. But instead, it sets it to new again.
if ($self->TransactionObj->OldValue eq "TriageQueue" &&
$self->TransactionObj->NewValue eq "TechOps") {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
I then reset the code to the former value (without the OldValue condition) and
now it sets it to new again. I'm so confrused :(
Keep up with me and what I'm up to: http://theillien.blogspot.com
Mathew Snyder wrote:
Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
seem to work before which is why it was still in there after Todd's suggestion).
I've tested it on our development server and it seems to do what I think it
should. However, I have admin rights so I need to verify with someone who's
rights are limited that it is actually working.
I've also removed the criteria that the owner not be Nobody as it seems moot for
our needs. The NewStatus method makes use of either the queue name or id.
Thanks again.
Keep up with me and what I'm up to: http://theillien.blogspot.com
Roy El-Hames wrote:
Matthew;
Why do you need the first if, as your condition is Queue change which
should compensate for :
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
eq "Queue") {
Also
$self->TransactionObj->NewValue eq "TechOps"
I am guessing this should be the Queue Id and not Name, ie number not
label.
Regards;
Roy
Mathew Snyder wrote:
I haven't been able to sort this out. When I move a ticket from our
triage
queue to our TechOps queue it is still reset to new. Anyone have any
thoughts
on how to get this working?
Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code:
return 1;
Custom action cleanup code:
if ($self->TransactionObj->Type eq "Set" &&
$self->TransactionObj->Field eq
"Queue") {
if ($self->TransactionObj->NewValue eq "TechOps" ||
$self->TicketObj->Owner !=
10) {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
}
Keep up with me and what I'm up to: http://theillien.blogspot.com
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