Tried the following? http://wiki.bestpractical.com/view/CustomConditionSnippets
On Tue, Jul 14, 2009 at 6:18 PM, Carlos A. Alvarez<carlos.alva...@commxinc.com> wrote: > Thanks Ruslan, > > You mean instead of using the default condition "On Correspond"? Can you > point me to a source for TicketObj options and TransactionObj options, so I > can create a custom condition. I look everywhere I even bought the RT > Essentials book and tried perdocs, and I cant find a list of Class Objects > like AddCustomFieldValues, or a list of RT variables. > > Carlos > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] > Sent: Tuesday, July 14, 2009 5:50 AM > To: Carlos A. Alvarez > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] (no subject) > > You need condition as well. Also adding space as value is not a good > option, use DeleteCustomFieldValue method. > > On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. > Alvarez<carlos.alva...@commxinc.com> wrote: >> >> >> I will like to create a scrip where the status of a ticket is automatically >> changed from open to stalled when a Owner replies to a requestor. I am using >> rt-crontool to monitor the status of the tickets and auto resolve the ticket >> after 72 hours of inactivity. I created a custom field to monitor the >> status of the crontool, but my problem is that when the customer replies, I >> can’t rely on my techs to change the status of the ticket manually. >> >> >> >> I tried creating User Defined Scrip which works fine, exept it executes each >> time, indiscriminately. Let me try to explain, I have one script that >> changes the status from open to stalled, when a technician replies, and >> another that changed the status back to open when the customer/requestor >> replies. I can see that both scrips are executing at the same time >> regardless of who initiated the correspondence. >> >> >> >> I know that I am missing something basic, but I don’t know what. Can anyone >> help. >> >> >> >> Scrip 1 customer reply >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' >> '); >> >> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); >> >> $self->TicketObj->SetStatus("open"); >> >> return 1; >> >> >> >> Scrip 2 Owner reply >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => >> 'Awaiting Customer'); >> >> $self->TicketObj->SetStatus("stalled"); >> >> return 1; >> >> >> >> Thanks… >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sa...@bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com