Re: [rt-users] Custom Scrip Help
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. Alvarezcarlos.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. ___ 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
[rt-users] FW: Custom Scrip Help
-Original Message-
From: Carlos A. Alvarez
Sent: Tuesday, July 14, 2009 12:02 PM
To: 'Ruslan Zakirov'
Subject: RE: Custom Scrip Help
I see that thanks!... But I still can't find a place where a list of Obj are
located. For example:
TicketObj
Owner
Status
TransactionObj
CreatorObj
Type
Correspond
Comment
More like a reference guide, you know so we can construct valid statements.
Does something like this exists or am I reaching?
Guessing I would have to build a custom scrip condition like :
if ( $self-TransactionObj-Type eq Correspond
$self-TransactionObj-CreatorObj == TicketObj-Requestor)
{
return 1;
} else {
return undef;
}
So only applies this Scrip when the requestor is replying to a message?
Thanks for the input!
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: Tuesday, July 14, 2009 10:21 AM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: Custom Scrip Help
Tried the following?
http://wiki.bestpractical.com/view/CustomConditionSnippets
On Tue, Jul 14, 2009 at 6:18 PM, Carlos A.
Alvarezcarlos.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.
Alvarezcarlos.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…
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--
Best regards, Ruslan.
--
Best regards, Ruslan.
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Re: [rt-users] (no subject)
Yes that is correct. The reason is that we monitor the status of the ticket
for responses. Some of the tickets that we take are time based, ie LNP orders,
so if the requestor doesn't meet the required time to response we auto resolve
the ticket. The problem is leaving the status change to the owner, it doesn't
always happens, and some valid tickets are being closed due to this little
problem.
I appreciate your help.
Carlos
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, July 14, 2009 12:25 PM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)
Carlos,
Sounds like you are creating a situation where the ticket status is constantly
switched between open and stalled every time the Requestor and ticket owner
communicate to each other. Seems a bit busy but hey, if that's what you want.
Try something like this:
Scrip 1 - Owner reply:
Condition: On Correspond
Custom Prep Code:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $corresponder_id = $trans-CreatorObj-PrincipalId;
my $requestor = $ticket-Requestors-UserMembersObj-First-PrincipalId;
my $owner_id = $ticket-OwnerObj-PrincipalId;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = ;
my $cf_value = ;
# set new value for CF Support Status depending on who initiates correspondence
if ( $corresponder_id = $requestor )
{
$cf_name = Support Status;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$cf_name = AutoClosure;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(open);
}
elseif ( $corresponder_id = $owner )
{
$cf_name = Support Status;
$cf_value = Awaiting Customer;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(stalled);
}
return 1;
Custom Cleanup Code:
return 1;
I'm not sure the ID part of the code is correct, but the key is to get the
Owner Requestor ids and then compare them to the id of the person doing the
correspondence and then based on those results, set your CF's and ticket
status. If there is no match, then someone else is doing the correspondence and
you want to stop. One scrip to handle all that for correspondence. Hope this
helps.
Kenn
LBNL
On 7/13/2009 6:59 PM, Carlos A. Alvarez 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...
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[rt-users] (no subject)
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
Re: [rt-users] RT 3.8.0 -- IE7 / WYSIWYG editor data corruption issues?
I had the same issue with 3.8.0, this fixed on 3.8.1. Make sure you follow the UPGRADING.mysql instructions. Adam Engel wrote: On 7/17/2008 5:36 PM, Thomas Sibley wrote: Roedel, Mark wrote: Is anybody else seeing messages get corrupted (weird line wrapping, spaces inserted, whole chunks of text missing) if they're edited in the wysiwyg editor using IE7? We're not seeing any similar issues with Firefox or Safari... Yes, we've noticed this a few days ago, but have not looked into the cause yet. Hopefully it should get fixed for 3.8.1 (which we hope to have out relatively quickly) Has there been a resolution to this issue? Was it fixed with 3.8.1? My users are experiencing this problem as well. -Adam ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Thanks, Carlos A. Alvarez Network Engineer CommX Inc. 3550 Buschwood Park Drive Suite 320 Tampa, FL 33618 "A good Engineer can do just about anything" - George Phelps PPE - NASA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Issues on RT 3.8.1
I am also having the same Logout/Login issues as described above. The are no errors reported on the debug.log or the access/error logs. This only happened after I upgraded from 3.8.0 to 3.8.1. It seems as one changes links from Home to Simple Search or Tools, the application will log you out at random. I have tried all the fixes suggested here with no avail. This is happening with Firefox, IE and Safari. Any ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
