Auto Create Ticket Scrip

RT Users
1

Hi all,

4.2.4 on Debian

Created a scrip that calls a custom template to create a ticket in a
queue when another ticket is created. Seems easy enough, but I am having a
little bit of difficulty implementing it.

So this is applied to a queue that I am opening tickets selecting… no
’auto tickets’ are creating.

What am I doing wrong or missing?

Thanks!

The Scrip:

  • Description: New User - Auto Create Tickets
  • Condition: On Create
  • Action: User Defined (I’ve toggled this back and forth from
    Open Tickets to User Defined)
  • Template: New User - Tickets
  • The 3 boxes below are EMPTY (custom conditions, prep and action…)

The Template:

  • Name: New User - Tickets
  • Description:
  • Type: Perl (default)

===Create-Ticket: IT Security Modifications
Queue => 14
Owner: {$Tickets{‘TOP’}->Owner()}
Depended-On-By: {$Tickets{‘TOP’}->Id()}
Content: Please attach approved changes for further approvals and
implementation.
ENDOFCONTENT

2

A “user-defined” action will do nothing if the corresponding “custom action
code” boxes are empty. (That should probably actually trigger an error.)

Setting your scrip’s action to “Create Tickets” should have your scrip
working as expected.

You can also use queue names in create-ticket templates if you’d prefer the
template to be a little more self-explanatory.On 11 January 2015 at 08:00, Trev trevor@onepost.net wrote:

Hi all,

4.2.4 on Debian

Created a scrip that calls a custom template to create a ticket in a
queue when another ticket is created. Seems easy enough, but I am having a
little bit of difficulty implementing it.

So this is applied to a queue that I am opening tickets selecting… no
‘auto tickets’ are creating.

What am I doing wrong or missing?

Thanks!

The Scrip:

  • Description: New User - Auto Create Tickets
  • Condition: On Create
  • Action: User Defined (I’ve toggled this back and forth from
    Open Tickets to User Defined)
  • Template: New User - Tickets
  • The 3 boxes below are EMPTY (custom conditions, prep and action…)

The Template:

  • Name: New User - Tickets
  • Description:
  • Type: Perl (default)

===Create-Ticket: IT Security Modifications
Queue => 14
Subject: Access for {$Tickets{‘TOP’}->Subject()}
Owner: {$Tickets{‘TOP’}->Owner()}
Depended-On-By: {$Tickets{‘TOP’}->Id()}
Content: Please attach approved changes for further approvals and
implementation.
ENDOFCONTENT

3

Syslog Errors – The $template_id seems warning level to me, but may be an
issue. I went into the database and confirmed the data correct for template
ids etc… etc…

Attached configuration snapshots…

Any further thoughts appreciated, thanks!

Jan 11 12:23:16 jamie RT: [9697] Committing scrip #13 on txn #1759 of
ticket #125 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
Jan 11 12:23:16 jamie RT: [9697] Line: ===
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:541)
Jan 11 12:23:16 jamie RT: [9697] ===Create Ticket: ticket1
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Subject: Auto Generation Test
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Queue => RT Testing
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Content: Someone has created a ticket. you
should review and approve it,
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] so they can finish their work
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] ENDOFCONTENT
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.

​On Sat, Jan 10, 2015 at 7:51 PM, Alex Peters alex@peters.net wrote:

A “user-defined” action will do nothing if the corresponding “custom
action code” boxes are empty. (That should probably actually trigger an
error.)

Setting your scrip’s action to “Create Tickets” should have your scrip
working as expected.

You can also use queue names in create-ticket templates if you’d prefer
the template to be a little more self-explanatory.

On 11 January 2015 at 08:00, Trev trevor@onepost.net wrote:

Hi all,

4.2.4 on Debian

Created a scrip that calls a custom template to create a ticket in a
queue when another ticket is created. Seems easy enough, but I am having a
little bit of difficulty implementing it.

So this is applied to a queue that I am opening tickets selecting… no
‘auto tickets’ are creating.

What am I doing wrong or missing?

Thanks!

The Scrip:

  • Description: New User - Auto Create Tickets
  • Condition: On Create
  • Action: User Defined (I’ve toggled this back and forth from
    Open Tickets to User Defined)
  • Template: New User - Tickets
  • The 3 boxes below are EMPTY (custom conditions, prep and action…)

The Template:

  • Name: New User - Tickets
  • Description:
  • Type: Perl (default)

===Create-Ticket: IT Security Modifications
Queue => 14
Subject: Access for {$Tickets{‘TOP’}->Subject()}
Owner: {$Tickets{‘TOP’}->Owner()}
Depended-On-By: {$Tickets{‘TOP’}->Id()}
Content: Please attach approved changes for further approvals and
implementation.
ENDOFCONTENT

4

I figured my issue out, set the logging to debug mode and just, worked the
errors.

Template Syntax Issue

Queue => vs. Queue:

…/sigh

Thanks for the help either way, appreciated!On Sun, Jan 11, 2015 at 12:32 PM, Trev trevor@onepost.net wrote:

Syslog Errors – The $template_id seems warning level to me, but may be an
issue. I went into the database and confirmed the data correct for template
ids etc… etc…

Attached configuration snapshots…

Any further thoughts appreciated, thanks!

Jan 11 12:23:16 jamie RT: [9697] Committing scrip #13 on txn #1759 of
ticket #125 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
Jan 11 12:23:16 jamie RT: [9697] Line: ===
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:541)
Jan 11 12:23:16 jamie RT: [9697] ===Create Ticket: ticket1
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
in hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Subject: Auto Generation Test
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
in hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Queue => RT Testing
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
in hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Content: Someone has created a ticket.
you should review and approve it,
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
in hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] so they can finish their work
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
in hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] ENDOFCONTENT
(/opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
in hash element at /opt/rt4/sbin/…/lib/RT/Action/CreateTickets.pm line 594.

​

On Sat, Jan 10, 2015 at 7:51 PM, Alex Peters alex@peters.net wrote:

A “user-defined” action will do nothing if the corresponding “custom
action code” boxes are empty. (That should probably actually trigger an
error.)

Setting your scrip’s action to “Create Tickets” should have your scrip
working as expected.

You can also use queue names in create-ticket templates if you’d prefer
the template to be a little more self-explanatory.

On 11 January 2015 at 08:00, Trev trevor@onepost.net wrote:

Hi all,

4.2.4 on Debian

Created a scrip that calls a custom template to create a ticket in a
queue when another ticket is created. Seems easy enough, but I am having a
little bit of difficulty implementing it.

So this is applied to a queue that I am opening tickets selecting…
no ‘auto tickets’ are creating.

What am I doing wrong or missing?

Thanks!

The Scrip:

  • Description: New User - Auto Create Tickets
  • Condition: On Create
  • Action: User Defined (I’ve toggled this back and forth from
    Open Tickets to User Defined)
  • Template: New User - Tickets
  • The 3 boxes below are EMPTY (custom conditions, prep and action…)

The Template:

  • Name: New User - Tickets
  • Description:
  • Type: Perl (default)

===Create-Ticket: IT Security Modifications
Queue => 14
Subject: Access for {$Tickets{‘TOP’}->Subject()}
Owner: {$Tickets{‘TOP’}->Owner()}
Depended-On-By: {$Tickets{‘TOP’}->Id()}
Content: Please attach approved changes for further approvals and
implementation.
ENDOFCONTENT