Re: [rt-users] Question on custom scrip condition
Kevin,
You can get the Id thus:
my $Corresponder = $self-TransactionObj-CreatorObj-PrincipalId;
and you can check if it is nobody against $RT::Nobody-Id.
Maybe someone else on the list can help you with the check for privileged.
As for why an Email goes out or not, that depends on:
1. valid scrip condition action
2. valid UserID as recipient (must be privileged and has rights to
queue sending out Email).
Kenn
LBNL
On 6/22/2009 4:16 PM, Kevin Gagel wrote:
Yeah, I hadn't considered that. But in that case then it shouldn't try
to send the email. So it'll need a check for the owner and if the
owner is not nobody then send the message. Still, I don't know how to
do either of those checks, for the owner and then to ensure it sends
an email.
Any pointers?
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT-Users@lists.bestpractical.com
Date: 22/06/2009 3:24 PM
Kevin,
What if the ticket is created WITHOUT an owner?
Kenn
LBNL
On 6/22/2009 2:57 PM, Kevin Gagel wrote:
Thanks Ken for the script. I've altered Ken's script to this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = 'Urgency');
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue eq 'URGENT')
{
$RT::Logger-debug('.');
$RT::Logger-debug('It is an URGENT ticket so send the
owner a message.');
$RT::Logger-debug('.');
return 1;
}
else
{
$RT::Logger-debug('.');
$RT::Logger-debug('Fell through the check and into the else.');
$RT::Logger-debug('.');
}
}
return 0;
===
The debug output shows it is doing what's expected but I am not
receiving an email. The debug output indicates that no recipients
were found. So... How do I correct that?
I want the owner of the ticket to be notified by email if a ticket is
created with an URGENT status or if the status changes to URGENT.
Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165]
URGENT: URGENT
From: Kevin W. Gagel via RT r...@xx.bc.ca
Reply-To: r...@xx.bc.ca
Message-ID: rt-3.8.2-19683-1245707462-1931.165-1...@cnc IT Services
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator: ga...@xx.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred
delivery on transaction #2236
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT Users RT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here's one we use for when the development step of a ticket (CF
Work-State) is changed to Review Approved:
# condition execution on CF Review Process
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Work-State);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Review Complete-Approved)
{
return 1;
}
}
return 0;
Just plug in your CF name and value you want and you're set. Hope
this helps.
Kenn
LBNL
On 6/16/2009 2:53 PM, Kevin Gagel wrote:
My users don't want to use priorities so they've had me create 4
levelsfor urgency. They only want to be notified by email on an item
that hasthe highest urgency level set. So I want to setup a custom
conditionthat tests for that level
Re: [rt-users] Question on custom scrip condition
Thanks Ken for the script. I've altered Ken's script to this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = 'Urgency');
return 0 unless $cf-id;
if ($trans-Field == $cf-id ic $trans-NewValue eq 'URGENT')
{
$RT::Logger-debug('.');
$RT::Logger-debug('It is an URGENT ticket so send the owner a
message.');
$RT::Logger-debug('.');
return 1;
}
else
{
$RT::Logger-debug('.');
$RT::Logger-debug('Fell through the check and into the else.');
$RT::Logger-debug('.');
}
}
return 0;
===
The debug output shows it is doing what's expected but I am not receiving an
email. The debug output indicates that no recipients were found. So... How do I
correct that?
I want the owner of the ticket to be notified by email if a ticket is created
with an URGENT status or if the status changes to URGENT.
Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute
creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] URGENT: URGENT
From: Kevin W. Gagel via RT r...@xx.bc.ca
Reply-To: r...@xx.bc.ca
Message-ID: rt-3.8.2-19683-1245707462-1931.165-1...@cnc IT Services
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator: ga...@xx.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from Bcc: line
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute
creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred delivery
on transaction #2236 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT Users RT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here's one we use for when the development step of a ticket (CF Work-State)
is changed to Review Approved:
# condition execution on CF Review Process
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Work-State);
return 0 unless $cf-id;
if ($trans-Field == $cf-id ic
$trans-NewValue eq Review Complete-Approved)
{
return 1;
}
}
return 0;
Just plug in your CF name and value you want and you're set. Hope this helps.
Kenn
LBNL
On 6/16/2009 2:53 PM, Kevin Gagel wrote:My users don't want to use
priorities so they've had me create 4 levelsfor urgency. They only want to be
notified by email on an item that hasthe highest urgency level set. So I want
to setup a custom conditionthat tests for that level and then sends an email to
the user if thatspecific level is set.
So, I have a custom field of Urgency which can have a value of URGENT, High,
Medium, Low, or Project.
I have the template made already for the email to be sent out and thescrip
configured for it. I just don't know how to write the customcondition to put
into the scrip. How do I write the condition to test for URGENT and indicate
the action to send the email?
All the references I'm finding in the RT Essentials have me a bit confused, am
I supposed to right a new module to make this scrip or can I just add the perl
code to the condition (not that I know what code I have to enter just yet).
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
___
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 athttp://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help
Re: [rt-users] Question on custom scrip condition
Kevin,
What if the ticket is created WITHOUT an owner?
Kenn
LBNL
On 6/22/2009 2:57 PM, Kevin Gagel wrote:
Thanks Ken for the script. I've altered Ken's script to this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = 'Urgency');
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue eq 'URGENT')
{
$RT::Logger-debug('.');
$RT::Logger-debug('It is an URGENT ticket so send the owner
a message.');
$RT::Logger-debug('.');
return 1;
}
else
{
$RT::Logger-debug('.');
$RT::Logger-debug('Fell through the check and into the else.');
$RT::Logger-debug('.');
}
}
return 0;
===
The debug output shows it is doing what's expected but I am not
receiving an email. The debug output indicates that no recipients were
found. So... How do I correct that?
I want the owner of the ticket to be notified by email if a ticket is
created with an URGENT status or if the status changes to URGENT.
Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165]
URGENT: URGENT
From: Kevin W. Gagel via RT r...@xx.bc.ca
Reply-To: r...@xx.bc.ca
Message-ID: rt-3.8.2-19683-1245707462-1931.165-1...@cnc IT Services
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator: ga...@xx.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred
delivery on transaction #2236
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT Users RT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here's one we use for when the development step of a ticket (CF
Work-State) is changed to Review Approved:
# condition execution on CF Review Process
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Work-State);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Review Complete-Approved)
{
return 1;
}
}
return 0;
Just plug in your CF name and value you want and you're set. Hope this
helps.
Kenn
LBNL
On 6/16/2009 2:53 PM, Kevin Gagel wrote:
My users don't want to use priorities so they've had me create 4
levelsfor urgency. They only want to be notified by email on an item
that hasthe highest urgency level set. So I want to setup a custom
conditionthat tests for that level and then sends an email to the
user if thatspecific level is set.
So, I have a custom field of Urgency which can have a value of
URGENT, High, Medium, Low, or Project.
I have the template made already for the email to be sent out and
thescrip configured for it. I just don't know how to write the
customcondition to put into the scrip. How do I write the condition
to test for URGENT and indicate the action to send the email?
All the references I'm finding in the RT Essentials have me a bit
confused, am I supposed to right a new module to make this scrip or
can I just add the perl code to the condition (not that I know what
code I have to enter just yet).
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
___
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
Re: [rt-users] Question on custom scrip condition
Yeah, I hadn't considered that. But in that case then it shouldn't try to send
the email. So it'll need a check for the owner and if the owner is not nobody
then send the message. Still, I don't know how to do either of those checks,
for the owner and then to ensure it sends an email.
Any pointers?
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT-Users@lists.bestpractical.com
Date: 22/06/2009 3:24 PM
Kevin,
What if the ticket is created WITHOUT an owner?
Kenn
LBNL
On 6/22/2009 2:57 PM, Kevin Gagel wrote: Thanks Ken for the script. I've
altered Ken's script to this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = 'Urgency');
return 0 unless $cf-id;
if ($trans-Field == $cf-id ic $trans-NewValue eq 'URGENT')
{
$RT::Logger-debug('.');
$RT::Logger-debug('It is an URGENT ticket so send the owner a
message.');
$RT::Logger-debug('.');
return 1;
}
else
{
$RT::Logger-debug('.');
$RT::Logger-debug('Fell through the check and into the else.');
$RT::Logger-debug('.');
}
}
return 0;
===
The debug output shows it is doing what's expected but I am not receiving an
email. The debug output indicates that no recipients were found. So... How do I
correct that?
I want the owner of the ticket to be notified by email if a ticket is created
with an URGENT status or if the status changes to URGENT.
Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute
creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] URGENT: URGENT
From: Kevin W. Gagel via RT r...@xx.bc.ca
Reply-To: r...@xx.bc.ca
Message-ID: rt-3.8.2-19683-1245707462-1931.165-1...@cnc IT Services
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator:ga...@xx.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from Bcc: line
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute
creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred delivery
on transaction #2236 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crockerkfcroc...@lbl.gov
To: Kevin Gagelga...@cnc.bc.ca
Cc: RT UsersRT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here's one we use for when the development step of a ticket (CF Work-State)
is changed to Review Approved:
# condition execution on CF Review Process
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Work-State);
return 0 unless $cf-id;
if ($trans-Field == $cf-id ic
$trans-NewValue eq Review Complete-Approved)
{
return 1;
}
}
return 0;
Just plug in your CF name and value you want and you're set. Hope this helps.
Kenn
LBNL
On 6/16/2009 2:53 PM, Kevin Gagel wrote:My users don't want to use priorities
so they've had me create 4 levelsfor urgency. They only want to be notified by
email on an item that hasthe highest urgency level set. So I want to setup a
custom conditionthat tests for that level and then sends an email to the user
if thatspecific level is set.
So, I have a custom field of Urgency which can have a value of URGENT, High,
Medium, Low, or Project.
I have the template made already for the email to be sent out and thescrip
configured for it. I just don't know how to write the customcondition to put
into the scrip. How do I write the condition to test for URGENT and indicate
the action to send the email?
All the references I'm finding in the RT Essentials have me
[rt-users] Question on custom scrip condition
My users don't want to use priorities so they've had me create 4 levels for urgency. They only want to be notified by email on an item that has the highest urgency level set. So I want to setup a custom condition that tests for that level and then sends an email to the user if that specific level is set. So, I have a custom field of Urgency which can have a value of URGENT, High, Medium, Low, or Project. I have the template made already for the email to be sent out and the scrip configured for it. I just don't know how to write the custom condition to put into the scrip. How do I write the condition to test for URGENT and indicate the action to send the email? All the references I'm finding in the RT Essentials have me a bit confused, am I supposed to right a new module to make this scrip or can I just add the perl code to the condition (not that I know what code I have to enter just yet). Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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
