Any feedback on this please? Thanks, Behzad On Aug 25, 2011, at 1:48 PM, Behzad Mahini wrote:
> Hi, > > RT 3.6.7 > OS: Linux > > > Purpose: > > Using a Scrip, I am trying to set/assign Custom Fields (from a list of > pre-defined Custom Fields in Queue-A) to tickets being sent to Queue-A. > > My code below (Scrip) simply parses the Subject line of incoming > tickets, and "should" attempt to create (& update) an incoming Ticket based > on what shows up in the Subject line. > > Problem: > > Tickets do get created as I send my emails to RT, yet they do not get > set with the Custom Field (from a pre-defined set of custom fields), and > Custom Field stays as "no value" > > A) my Scrip parameters (using the web interface) > ====================================== > Scrip Description: OnCreateAddCF > Condition: On Correspond > Action: User Defined > Template: Correspondence-XYZ > Stage: TransactionCreate > > > Custom condition: > Custom action preparation code: > > my %cf_hash = ( > "some-text1" => 1, > "some-text2" => 1, > "some-text3" => 1, > ); > > my $cf_key; > > > #Current Subject & 'Queue Name' > my $t_subject = $self->TicketObj->Subject; > my $queue = $self->TicketObj->QueueObj->Name; #Not > being used, as my Scrip is Queue-specific (being applied to Queue-A) > > #Custom Field Name to be Set > my $cf = RT::CustomField->new(RT->SystemUser); > > #Set Ticket's CustomField, based on Subject line! > foreach $cf_key (keys %cf_hash) > if ( $t_subject =~ /$cf_key/i ) { > $cf->LoadByName(Name => $cf_key; > } > } > > 1; > > Custom action cleanup code: > > > B) My Tickets are sent via email to queu...@xxxx.com > =========================================== > > Subject line of email to queu...@xxxx.com: Testing -- some-text2 > > > NOTES: > > 1) Using the Web interface, when I try to "Reply" to the tickets that get > created, my Scrip does not even show up as one of the Scrips that is being > evaluated. Yet, other Scrips that I have personally created do show up as > Scrips that will get triggered (shown below). > > 2) My User Status: > -I am an end-user of RT, without any admin privileges on the RT system > -I have the proper ACL to write, show, etc.....for Queue-A > -I can successfully create tickets in Queue-A (both through email & web > interface) > -I can successfully create Scrips that will get triggered, based on > Scrip "Action" being anything other than "User Defined" (i.e., "AutoReply To > Requestors") > -I don't have access to RT::Logger (based on our shop setup) > > > <PastedGraphic-2.pdf> > > > > Thanks, > Behzad > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ˜ September 26 & 27, 2011 > * San Francisco, CA, USA ˜ October 18 & 19, 2011 > * Washington DC, USA ˜ October 31 & November 1, 2011 > * Melbourne VIC, Australia ˜ November 28 & 29, 2011 > * Barcelona, Spain ˜ November 28 & 29, 2011
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011