Re: [rt-users] Scrip condition not for Reminders

@lists.bestpractical.com BETREFF: Re: [rt-users] Scrip condition not for Reminders Hi Tobi, A ticket object has a type method that will return a string when called: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1 [1] Something like the following should help: if ( $self->TicketObj->Type ne &#x

Re: [rt-users] Scrip condition not for Reminders

Hi Tobi, A ticket object has a type method that will return a string when called: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1 Something like the following should help: if ( $self->TicketObj->Type ne 'reminder ) { $self->TicketObj->SetStatus('open'); } Best Regards Marti

[rt-users] Scrip condition not for Reminders

Hello, We use a RT scrip to check on close if a Custom filed is empty. If the Custom field is empty, the script reopens the ticket. Condition: On Resolved Custom action preparation code: if( ! $self->TicketObj-> FirstCustomFieldValue( 'FieldName' ) ) { $self->TicketObj->SetStatus('open'); }el

[rt-users] Scrip to leverage RT-Extension-HistoryFilter?

Hi, I want to improve the signal to noise ratio from our system and due to early decisions on the need for notifications, we send too many info messages. Does anyone have a scrip that leverages the HistoryFilter user preference setting to control the types of transactions for which Email is sent,

Re: [rt-users] Scrip check multiple fields

Le 03/06/2016 à 21:31, maks a écrit : > Hello, > > How can I > also check which queue the ticket is currently in within the same condition? > return 0 unless $self->TicketObj->QueueObj->Name eq 'blah'; - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles -

[rt-users] Scrip check multiple fields

Hello, Would someone be kind enough to provide me with an example of checking against multiple fields in a scrip custom condition? For example the below scrip checks if Owner is being set to 9. How can I also check which queue the ticket is currently in within the same condition? return 0 u

[rt-users] Scrip "On transaction and SetStarted Open Ticket" not working

Hi -- I recently upgraded to RT 4.2 and found that the "On transaction and SetStarted Open Ticket" scrip was not correctly setting the Started date or setting the status to Open. I've tried playing with recreating this scrip and various other tricks, but nothing seems to make it work: I'm not

[rt-users] Scrip to clean Cc in a ticket

Dear RT users, We have a RT queue that receive new ticket by email sending and with a lot of junked Cc adresses I need your help to write a script that delete all Cc addresses on ticket creation. I started thinking about it and did some tests with the following : Condition: OnCreate Action: Us

Re: [rt-users] scrip to detect attached zip files

Update: The following lines work exactly as I expect: use Data::Dumper; my $tobj = $self->TransactionObj; my $atts = $tobj->Attachments; my $attachment = $self->TransactionObj->Attachments->Next; if (!$attachment) { return 0; } my $content = Dumper($attachment->ContentAsMIME(Children=>1));

Re: [rt-users] scrip to detect attached zip files

Hi Hugo, The N in Filename is not capitalized in the docs. Try lowercase? ttps://docs.bestpractical.com/rt/4.4.0/RT/Attachment.html#Filename Like so: while(my $attachment = $self->TransactionObj->Attachments->Next) { $RT::Logger->info($attachment->Filename); } On Wed, Mar 16, 2016 at 1:01 PM

Re: [rt-users] scrip to detect attached zip files

Thanks Jannae, it works like a charm! On Wed, Mar 16, 2016 at 10:11 PM, Jannae Jacks wrote: > Hi Hugo, > > The N in Filename is not capitalized in the docs. Try lowercase? > > ttps://docs.bestpractical.com/rt/4.4.0/RT/Attachment.html#Filename > > Like so: > > while(my $attachment = $self->Transa

[rt-users] scrip to detect attached zip files

Hi, I need to detect if a zip file has been attached to a ticket at creation time and also at 'comment' or 'correspond' time. My idea to solve this is to extract the attachments and then parse the content. I think the best route for this would be: TransactionObj->Attachments->Next ... Co

Re: [rt-users] scrip condition on transaction custom field

Hi everyone, OK - meanwhile i got this issue solved but still have some questions, especially about some strange behavior of RT. The following scenario: I'm resolving a ticket via GUI and setting the custom field for this transaction ("FeedbackOnResolve") to "yes". If I also leaving a commen

[rt-users] scrip condition on transaction custom field

Hi everyone, I have an issue which i can't get resolved without further help by anyone more experienced RT user/admin. I want to have a special trigger which can be activated during the resolving stage on a ticket in order to decide whether an appropriate message will be sent to the ticket r

Re: [rt-users] Scrip to enforce maximum ticket status per person per queue?

Le 13/01/2016 20:55, Aaron McCormack a écrit : > Hi RT Users- > > I'm looking to create a scrip which enforces a maximum number of tickets of a > certain status, per person, per queue. > > For example: > > Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe > is only al

[rt-users] Scrip to enforce maximum ticket status per person per queue?

Hi RT Users- I'm looking to create a scrip which enforces a maximum number of tickets of a certain status, per person, per queue. For example: Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe is only allowed to have 3 open tickets at once. Joe tries to change 1 of t

[rt-users] Scrip to Assign Ticket Field Value from User field

Hi There! First off I am NOT a programmer and a newbie to perl:) I'd like to create a Scrip that looks at the requestor's (of course... presuming, that was created before), if it matches, the scrip will assign some ticket field values from User field values. This scrip will fill up fields

Re: [rt-users] scrip to delete a Cc adress in a ticket

On Mon, Aug 31, 2015 at 05:24:51PM +0200, Loïc Cadoret wrote: > We are running RT 3.8.11 (update to RT 4.2.x is currently not an option) Your RT instance contains arbitrary remote execution of code, session fixation and hijacking, XSS injection, SQL injection, and weak password hashing that allows

Re: [rt-users] scrip to delete a Cc adress in a ticket

On Mon, Aug 31, 2015 at 10:24 AM, Loïc Cadoret wrote: > Hi RT user followers ! > > I need your help on my scrip creation. > > Here is my need : > > I would like to delete a Cc address if this address is the same that the RT > queue response mail address. Create a scrip. They can do pretty much an

[rt-users] scrip to delete a Cc adress in a ticket

Hi RT user followers ! I need your help on my scrip creation. Here is my need : I would like to delete a Cc address if this address is the same that the RT queue response mail address. We are running RT 3.8.11 (update to RT 4.2.x is currently not an option) I need that because the email dom

[rt-users] Scrip On Create Notify AdminCcs not working right?

Hello list, I'm having trouble finding a pattern but sometimes the AdminCC notification email goes out, and sometimes it does not. The 'On Create Autoreply To Requestors' always seems to be emailed correctly. It's just the AdminCC email that doesn't seem to go out properly. Could anyone kindly

Re: [rt-users] Scrip for adding to the custom field based on another CF

Such an elegant solution - thank you. > This can be done with one ternary operator: > my $value = $self->TicketObj->FirstCustomFieldValue('RMA Type') eq > 'Student Withdrawl' ? "RMA-" . $Num : "RMA-" . $Num . $Append; > > Some notes: > - The condition here is: $self->TicketObj->FirstCustomFieldV

Re: [rt-users] Scrip for adding to the custom field based on another CF

Sorry, yes, that one. There are some "preview" operations that run the prepare code on the assumption that nothing will change. In such circumstances, your custom field would be set even before someone hits the "Update" button. It's always best not to have the Prepare code make any changes. The

Re: [rt-users] Scrip for adding to the custom field based on another CF

I was not aware of this. When you say "Commit box", are you referring to the "Custom action cleanup code" box? On Wed, 21 Jan 2015 21:35:47 + Alex Peters wrote: > You should move your scrip code from the Prepare box to the Commit > box. Making changes to tickets in the Prepare stage of

Re: [rt-users] Scrip for adding to the custom field based on another CF

You should move your scrip code from the Prepare box to the Commit box. Making changes to tickets in the Prepare stage of a transaction can cause unintended side effects and is not recommended. On Thu, 22 Jan 2015 2:07 am Kevin Squire wrote: > > I have a scrip currently that checks for status ch

Re: [rt-users] Scrip for adding to the custom field based on another CF

On Jan 21, 2015, at 7:07 AM, Kevin Squire wrote: > > > I have a scrip currently that checks for status change from X--> Y and if > true, adds an entry to the Custom Field "RMA Num". It adds our RMA number, > which is really just "RMA-$RT_Ticket_Number" > > They have asked me to change the nu

[rt-users] Scrip for adding to the custom field based on another CF

I have a scrip currently that checks for status change from X--> Y and if true, adds an entry to the Custom Field "RMA Num". It adds our RMA number, which is really just "RMA-$RT_Ticket_Number" They have asked me to change the number based on another CF "RMA TYPE". If the RMA type = "Student Wit

Re: [rt-users] Scrip to modify a ticket's text content?

I just found a tool called MIMEDefang http://www.mimedefang.org/ that may help me to edit mail content. I will see that i can do with it. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Scrip-to-modify-a-ticket-s-text-content-tp58650p58731.html Sent from the Request Tr

Re: [rt-users] Scrip to modify a ticket's text content?

On Mon, Sep 29, 2014 at 05:27:17AM -0700, fleon wrote: > We are using Exchange 2007 and tickets get created just fine by using > Exchange's smarthost feature. > The issue is that we have set some of that disclaimers that get added to > every email, and sadly 2007 doesn't seem to have an option to r

[rt-users] Scrip to modify a ticket's text content?

We are using Exchange 2007 and tickets get created just fine by using Exchange's smarthost feature. The issue is that we have set some of that disclaimers that get added to every email, and sadly 2007 doesn't seem to have an option to remove the disclaimer as an exception for an specific recipient,

Re: [rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !!

Alex, Thank you so much, that worked wonderfully !! I updated the wiki page to say: Note that Per-Transaction custom fields values are not available to ScripActions, (RT sets these after the Scrip has been executed) unless you change the Global Scrip Stage from Normal to Batch

Re: [rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !!

I wonder whether that note on the wiki page still applies to scrips that run in batch mode, where the scrip runs after all transactions complete. Consider trying a batch scrip (which has multiple transactions available to it). A batch scrip can look at all the transactions and hopefully find the

[rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !!

I have per-transaction custom fields that the users can update when they comment (or reply) I need to roll those up to the Ticket as they are added, so I wrote a scrip But I can't seem to get it to work... It's always one comment behind... Then I found this line in the RT wiki Quote

Re: [rt-users] Scrip to stop jobs in RT being created if they don't originate from a specific domain

Thanks Kevin, that's much appreciated, and definitely a better solution. Kind regards, *Carl Windus | IT Support Officer* | Dip IT (Networking), MTA. *Redlands College - 38 Anson Road, Wellington Point. QLD 4160.* *Ph: (07) 3286 0222 Fax: (07) 3207 3799* *Please consider the environment

Re: [rt-users] Scrip to stop jobs in RT being created if they don't originate from a specific domain

On Thu, May 15, 2014 at 08:35:10AM +1000, Carl Windus wrote: >I'm interested in having RT only auto create jobs that come from a > specific domain, e.g. >*@[1]foo.com. I imagine this can be done in a scrip (complete newbie to > the scrip'ing process >though). Has anyone done this befo

[rt-users] Scrip to stop jobs in RT being created if they don't originate from a specific domain

Hi guys, I'm interested in having RT only auto create jobs that come from a specific domain, e.g. *@foo.com. I imagine this can be done in a scrip (complete newbie to the scrip'ing process though). Has anyone done this before, and if so, can you point me in the right direction? Appreciate any thou

Re: [rt-users] Scrip

so you just want the scrip to run the first time a user replies to a ticket i think it would be much easyer to have the scrip run each time a user comments/replys to a ticket and have something allone the lines of this *sudo code* if(requestor == no one){ find last person to update ticket delete

[rt-users] Scrip

Hello All The question I have is timing on running a scrip. I would like to have a scrip fire after a ticket has been updated through the web interface. Example steps 1. Ticket is open by incoming email 2. RT responds to originator. 3. Origination logs in and updates ticket.

[rt-users] Scrip question

Hi RT 3.8.7 MySQL I have been asked to do the following: when updating a ticket and a specific User is selected as the new Owner, I will Force that User to be the new Owner. We have several Users which I need to Force as new Owners. Is it possible to create a Scrip to do this? Should I use the

Re: [rt-users] Scrip to add CC is not sending email

On Tue, Nov 05, 2013 at 08:09:09PM +, Grant Emsley wrote: > For anyone who comes across this in the future: > > Change the notification scripts to run in the Transaction Batch stage > instead of Transaction Create. All the transaction create scrips are > prepared, then they all get committed.

Re: [rt-users] Scrip to add CC is not sending email

For anyone who comes across this in the future: Change the notification scripts to run in the Transaction Batch stage instead of Transaction Create. All the transaction create scrips are prepared, then they all get committed. The notification scripts decide who to send the emails to in the pr

[rt-users] Scrip to add CC is not sending email

I've created a scrip based on http://requesttracker.wikia.com/wiki/OnCreateAddGroupCc, which automatically adds CCs based on a custom field. Adding the CC works fine, and they get copied on further correspondence. But they don't get the initial email like they would if I put them in the actual

[rt-users] Scrip

Hello I am using Version 4.0.13. I would like to call a script when someone logs into the application. Is this possible? What action or condition would I use? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726  .  262-783-6261 ext. 2296 bba...@cop

Re: [rt-users] Scrip for email to owner when requester corresponds by email?

On 21/01/2013 14:48, Liam Gretton wrote: Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner? Ok, it's trivial once you know how. I created a new scrip: Description: On Correspond Notify Owner Condition: On Correspond Action: Notify Owner Tem

Re: [rt-users] Scrip for email to owner when requester corresponds by email?

I think you want 'NotifyActor' http://requesttracker.wikia.com/wiki/NotifyActor -- Nick Fennell ApplianSys Support Team Leader ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.applian

[rt-users] Scrip for email to owner when requester corresponds by email?

Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner? At the moment the requester gets email on correspondence, but not the owner. I guess I need an 'On Correspond Notify Owner' scrip, but this must be a common enough requirement that I'm sure

[rt-users] Scrip "too fast" or dirty read from db or what?

Hi List, I have the following problem on an RT 3.8.8: There is a simple scrip that notifies the owner on comments. Sometimes this scrip sends "This transaction appears to have no content" instead of the real textural content of the incoming e-mail. This problem mainly present if there are file att

Re: [rt-users] Scrip problem (status change)

> I hope you know what IsBound means. Right? Take a look at documentation > in lib/RT/Transaction.pm Ahhh *facepalm*... must use perldoc more. Thanks. -Kristian Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestprac

Re: [rt-users] Scrip problem (status change)

On Fri, Oct 12, 2012 at 3:20 PM, Kristian Davies wrote: >> You don't check result of SetStatus. Message it returns probably tells >> you that such status change is prohibited by Lifecycles configuration. > > my $ticketStatus = $self->TicketObj->Status; > > if ( $ticketStatus eq 'testing' ) > { >

Re: [rt-users] Scrip problem (status change)

> You don't check result of SetStatus. Message it returns probably tells > you that such status change is prohibited by Lifecycles configuration. my $ticketStatus = $self->TicketObj->Status; if ( $ticketStatus eq 'testing' ) { if ($self->TransactionObj->IsInbound()) { my ($val, $m

Re: [rt-users] Scrip problem (status change)

On Thu, Oct 4, 2012 at 1:50 PM, Kristian Davies wrote: > Since upgrading (3.8.2 -> 4.0.6) I've noticed that my scrip's aren't > changing status unless perhaps the requester is the one replying. > > Condition: On Correspond > Action: UserDefined > Template: Global:Blank > Stage: TransactionC

Re: [rt-users] scrip not logging

On Mon, Aug 13, 2012 at 7:28 PM, Gergely Buday wrote: > Hi there, > > my scrip is logged, but my logging commands do not result in a log > line. Here is the log the system prints upon its start: > > Aug 13 17:23:04 dox RT: > > #2211/33968 - Scrip 23 Email dummy > (/opt/rt4/sbin/../lib/RT/Action/S

[rt-users] scrip not logging

Hi there, my scrip is logged, but my logging commands do not result in a log line. Here is the log the system prints upon its start: Aug 13 17:23:04 dox RT: #2211/33968 - Scrip 23 Email dummy (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) But the following condition does not write the any lo

Re: [rt-users] Scrip compile issue

Kenn, Actually after I sent the message I did actually think of the best answer for 95% of the cases; that is to simply add the address to the distribution list. But that other 5% we are actually determining the Requestor address based upon the queue it is going to. (Didn't show that in the code b

Re: [rt-users] Scrip compile issue

Mike, If you can define that user, why not modify the email address to show the group address you want it to go to. That way the "Reply to Requestor" will work the way you want and you won't need the code? Kenn On Thu, Jul 5, 2012 at 1:29 PM, Michael Coakley wrote: > Kenn, > > Basically I have

Re: [rt-users] Scrip compile issue

On Tue, Jul 03, 2012 at 11:02:55PM -0400, Michael Coakley wrote: > I'm trying to write a Scrip that replaces the Requestor. When I try to save > this Scrip I get a compilation error. I'm not sure break; is really what you mean. Try last; It's highly perl version dependent and RT doesn't declar

Re: [rt-users] Scrip compile issue

Kenn, Basically I have scanners that email scanned applications to the RT system. If the reply goes back to the scanner email address it gets dumped. So I need the reply to go back to the group that scanned the application. That is why I built the replacement routine. It works fine at the comm

Re: [rt-users] Scrip compile issue

Mike, Replaces the Requestor? How? In what manner? If you just want the Requestor to have a different title or name then use the language translator. There is an array in it that lets you replace certain items when they are displayed. Kenn On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley wrote:

[rt-users] Scrip compile issue

I'm trying to write a Scrip that replaces the Requestor. When I try to save this Scrip I get a compilation error. Here is my Scrip: my %addressSubstitutions = ( "ex1\@example\.com" => "ex1location\@example\.com", "ex2\@example\.com" => "ex2location\@example\.com"

Re: [rt-users] scrip writing info

On Thu, Jun 28, 2012 at 04:13:57PM +0200, Christian Loos wrote: > is there any difference between the to scrips: Since On Transaction is applicable to any transaction type and just does a 'return 1', they should be quite similar. The only win is that in the former one, your Action will never be p

[rt-users] scrip writing info

Hi , is there any difference between the to scrips: scrip1 Condition: User defined Action: User defined Custom condition: "my condition" Custom action preparation code: return 1; Custom action cleanup code: "my action" scrip2 Condition: On Transaction Action: User defined Custom action prepar

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

There are two solutions on the wiki that either open parent or put a comment on it. One solution triggers when any dependency is resolved, another when all child tickets are resolved. It is there for ages. Ruslan from phone. 04.06.2012 21:05 пользователь "Jeff Blaine" написал: > Does anyone know

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

Jeff, Kool. Don't forget about the action being "Notify Others" so your override takes effect. thanks for the tip on my guide. Kenn On Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine wrote: > On 6/5/2012 6:40 PM, Kenneth Crocker wrote: > >> Create a Template called "Notify Parents on Resolve". >> >>

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

On 6/5/2012 6:40 PM, Kenneth Crocker wrote: Create a Template called "Notify Parents on Resolve". The Template should have code similar to this (loop thru all parents and add the Emailaddress of the ticket owner to the "To:" line in the Template) at the top (test the code to correct my mistakes)

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

Jeff, OK. Here's what you do: Create a Template called "Notify Parents on Resolve". The Template should have code similar to this (loop thru all parents and add the Emailaddress of the ticket owner to the "To:" line in the Template) at the top (test the code to correct my mistakes): To: {my $pa

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

On 6/5/2012 5:29 PM, Thomas Sibley wrote: Thanks Thomas Think about it this way. Make your Condition custom "On Resolve + Has Parents" Right. Then use a standard Notify* action and set the Template on the scrip. The goal is: On resolve of a child ticket, notify *each parent tickets' owne

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

On 06/05/2012 05:20 PM, Jeff Blaine wrote: > That's a good start to work with. > > Any leads on the proper way to go about sending mail via a template > from inside a scrip would be welcome. This is what scrips are meant to do at their core. ;) > Do I just subclass Action::SendEmail, build my me

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

That's a good start to work with. Any leads on the proper way to go about sending mail via a template from inside a scrip would be welcome. Do I just subclass Action::SendEmail, build my message, and commit() it? I don't see a way to reference/use a template for that. Condition: On Resolve

Re: [rt-users] Scrip/template "Notify parent ticket owner on resolve"?

Jeff, Here's some code I developed for a 3.8 installation. It will add "TimeWorked" to each parent of a ticket up the ladder and sideways (if a ticket has more than one parent), regardless of how many. Use it as an example of how to determine if there is a parent and then as a condition to send

[rt-users] Scrip/template "Notify parent ticket owner on resolve"?

Does anyone know of a way to notify the parent ticket's owner on resolve?

Re: [rt-users] scrip and template to email calendar invite

Sorry, forgot to mention I'm running 4.0.4... From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brent Wiese Sent: Wednesday, January 18, 2012 4:33 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] scrip and template to

Re: [rt-users] scrip and template to email calendar invite

On Wed, Jan 18, 2012 at 04:33:20PM -0700, Brent Wiese wrote: >My assumption is I would need to build a new template. What I can't figure > out is the code >that goes in the template so the text I'm adding isn't just parsed as the > message content >itself. > You may want to review t

[rt-users] scrip and template to email calendar invite

I've seen the question asked before when I search the archives, but I wasn't able to find an answer my brain could parse. I need to build a scrip and template that will send an Outlook style calendar invite via email with a due date based on a custom field (datetime type). After a good bit of r

Re: [rt-users] Scrip to notify specific requestors

On Fri, Dec 30, 2011 at 17:08, Robert Wysocki wrote: > Hi, > > I would like to achieve configuration allowing me to send out a > notification about something (ticket state change to be specific) only > to requestors matching regexp. > Is it possible to do that in a custom scrip action? With modul

[rt-users] Scrip to notify specific requestors

Hi, I would like to achieve configuration allowing me to send out a notification about something (ticket state change to be specific) only to requestors matching regexp. Is it possible to do that in a custom scrip action? The real question is are the templates processed per-requestor or is the tem

Re: [rt-users] Scrip to check who updated a CustomField

On Fri, Nov 18, 2011 at 04:03:49PM -0700, Brent Wiese wrote: > > On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote: > >I have scrips that will check the value of a custom field and perform > > actions based on it. > > > >But what I can't seem to figure out is how to show who ma

Re: [rt-users] Scrip to check who updated a CustomField

On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote: >I have scrips that will check the value of a custom field and perform > actions based on it. > >But what I can't seem to figure out is how to show who made the custom > field change. > >Specifically, I'm trying to compar

Re: [rt-users] Scrip to check who updated a CustomField

On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote: >I have scrips that will check the value of a custom field and perform > actions based on it. > >But what I can't seem to figure out is how to show who made the custom > field change. > >Specifically, I'm trying to compare

[rt-users] Scrip to check who updated a CustomField

I have scrips that will check the value of a custom field and perform actions based on it. But what I can't seem to figure out is how to show who made the custom field change. Specifically, I'm trying to compare who updated 2 custom fields. I have a case where I have a group of users allowed t

Re: [rt-users] Scrip "chaining"

On Thu, Oct 13, 2011 at 04:57:45PM -0500, John Hascall wrote: > > If, in the custom action for the "On Create" scrip of queue "A", > I resolve the ticket and change the queue to "B", which runs? > > ? The "On Resolve" scrip for queue A > ? The "On Resolve" scrip for queue B > ? Both > ? N

[rt-users] Scrip "chaining"

If, in the custom action for the "On Create" scrip of queue "A", I resolve the ticket and change the queue to "B", which runs? ? The "On Resolve" scrip for queue A ? The "On Resolve" scrip for queue B ? Both ? Neither ? It depends on the order of the resolve and the close in the 'On

Re: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody

After some more playing around and search it now seems to be fixed permenantly (I hope at least lol) This scrip does what I want it to do: my $actor_id = $self->TransactionObj->Creator; my $temp_user = RT::User->new(); $temp_user->Load($actor_id); my $actor_name = $temp_user->Name(); $self->Tic

Re: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody

Hi, After some more testing the below scrip doesn't seem to do what it should.. It now does work but it fills in the wrong user. Sometimes a colleague of mine instead of myself, while I'm the person hitting "Resolved". Or sometimes root, I guess because it runs a scrip when closing and the actual

Re: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody

Never mind... I just stumbled upon the CreatorObj. Changed the scrip to the following: my $my_owner = $self->TicketObj->CreatorObj->Name; > $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => > $my_owner); > my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); > return 1;

[rt-users] Scrip - On close set CF to owner name and then change owner to nobody

Hi, I'm currently struggling with this scrip, in separate parts it works but together it kinda makes a mess O_o Some background on the scrip. We want the ticket owner to be set to Nobody on close, when tickets reopen they will show up in the New/nobody queue for everyone in a support group to pic

Re: [rt-users] Scrip to - On owner change add owner name to subject

On 07/25/2011 09:15 AM, Joe Harris wrote: > We are rolling out a new RT system for all users in our company. > Previously we have used RT in our engineering group through several > versions over the last 8 years. The new RT system will be replacing a > homegrown task management system they have be

[rt-users] Scrip to - On owner change add owner name to subject

We are rolling out a new RT system for all users in our company. Previously we have used RT in our engineering group through several versions over the last 8 years. The new RT system will be replacing a homegrown task management system they have been using for some time. One of the requirements fr

Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager

Kevin, That was exactly my issue. Thank you. -Matt On Mon, Jul 18, 2011 at 11:11, Kevin Falcone wrote: > On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote: >> Greetings, >> >>   This one has been stumping me for a week now so I figure it's time >> to ask for help. I am trying to cr

Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager

Matt, I'm not sure I got this right, but it sounds like the "others" are NOT getting a notification when the "Requestor" is NOT a member in the specified Admin Group. Ticket correspondence can be a little difficult to deal with, but remembering a few concepts will help: 1) *Queue Watcher* "Cc's"

Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager

On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote: > Greetings, > > This one has been stumping me for a week now so I figure it's time > to ask for help. I am trying to create two scrips, neither of which I > can get to work. The first and more important is to notify "other > recipien

[rt-users] Scrip Issue: Notify other recipients if not created by queue manager

Greetings, This one has been stumping me for a week now so I figure it's time to ask for help. I am trying to create two scrips, neither of which I can get to work. The first and more important is to notify "other recipients" only if the ticket was not submitted by a member of the queue managers

Re: [rt-users] Scrip - merge custom fields

Hi, Look at RTIR it has such scrip, at least for IP custom field. On Sun, Jun 27, 2010 at 1:18 AM, Robin Williams wrote: > Hi all, > > I'm wondering if anyone has previously written a scrip to merge the custom > fields of two or more tickets when tickets are merged?  I'm using "enter > multiple

Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate

.bestpractical.com Subject: Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate Hi, You need scrips for sure. Start writing required condition. Put something trivial as action, for example log a string into log files with $RT::Logger object. As condition you need something l

Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate

Rob, We have our job schedular send email to RT when a job ends abnormally. Each job can have it's "To:" email address specified so it's easy for us to send it to the correct support Queue (different jobs supported by different Queue/teams). In your instance, you might want to use Subject tags to

Re: [rt-users] Scrip help

Hi, When you work on a scrip in a file, you either use DevelMode or restart web server every time you change the file. DevelMode helps in most cases, but not always. If you see some error you don't understand and DevelMode is enabled, try server restart, error may be different after that and make

Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate

Hi, You need scrips for sure. Start writing required condition. Put something trivial as action, for example log a string into log files with $RT::Logger object. As condition you need something like: on create and subject is "event active!". Wiki has snippets for all of that. Try. Return back if y

[rt-users] scrip to change subject for tickets created w/rt-mailgate

Management here has requested that all major and critical alarms from our monitoring system are emailed to RT as well as the pagers so that we can run daily reports on the tickets and provide a high level view of what's happened overnight for engineering. The monitoring package sends out email wit

Re: [rt-users] Scrip help

Seems that my RT is compiling scrips and apache restart rather than at Run time Now I'm even more confused as this is not mentioned in the wiki Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729

[rt-users] Scrip help

To follow up. I have no idea what I just changed but it is working now. As in I don't get a fail log type entry now *confused* Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barry

[rt-users] Scrip help

Hello all, Started using RT today, and am trying to write my own scrip. As per http://requesttracker.wikia.com/wiki/WriteCustomAction I've tried copying the example using this: (current iteration) MyScrip.pm (in the actions folder) [code] package RT::Action::MyScrip; use strict; use warnings;

  1   2   3   4   5   >