Autoset owner by custom field value

RT Developers
1

Hi all,

Any help here means alot! Im on the latest version of RT.

What I want to do is, I want the script to automatically set the owner
based on the custom field which there are a few users that need made owner
of certain values.

The example script that I have is as follows however it doesn’t work? ;

Custom action Preparation Code:

set new ticket owner id value

42 - Frank

148 - Bob

5125 - Sally

9324 - Roberta

73886 - Ted

my %orgs = qw(
Budget-Direct 148
Budget-Indirect 148
Controller-AP 5125
Controller-AR 73886
Controller-GA 148
Controller-PR 42
Facilities 42
Field OPS 42
OCFO-Other 42
Procurement 9324
Property 9324
SPO 73886
Travel 5125
Other 42
);

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => “CFO-Org”);
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue(‘CFO-Org’);
my $ownerid = $orgs{$cfvalue};

set Ticket Due date & Owner ID

$ticket->SetOwner($ownerid);

return 1;

Custom action Cleanup Code:

return 1;

Any help would mean a great deal,

Many Thanks,

Jordan

2

Hi all,

Any help here means alot! Im on the latest version of RT.

What I want to do is, I want the script to automatically set the owner
based on the custom field which there are a few users that need made owner
of certain values.

3

Hey Jordan,

Any help here means alot! Im on the latest version of RT.

What I want to do is, I want the script to automatically set the owner based on the custom field which there are a few users that need made owner of certain values.

The example script that I have is as follows however it doesn’t work? ;

#----------------------------------------------------------------------------

Custom action Preparation Code:

#----------------------------------------------------------------------------

set new ticket owner id value

42 - Frank

148 - Bob

5125 - Sally

9324 - Roberta

73886 - Ted

my %orgs = qw(
Budget-Direct 148
Budget-Indirect 148
Controller-AP 5125
Controller-AR 73886
Controller-GA 148
Controller-PR 42
Facilities 42
Field OPS 42
OCFO-Other 42
Procurement 9324
Property 9324
SPO 73886
Travel 5125
Other 42
);

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => “CFO-Org”);
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue(‘CFO-Org’);

The code looks sensible. Try adding some logging to see what is going on:

RT->Logger->error($cfvalue);

my $ownerid = $orgs{$cfvalue};

RT->Logger->error($ownerid);

set Ticket Due date & Owner ID

$ticket->SetOwner($ownerid);

return 1;

Cheers,

-m

4

Hi Matt,

Thanks for the reply i got it sorted with a different script which i have
done 1 per owner… See bellow script, hope it helps others that are
looking to do the same kind of script.

#in custom action preparation code

if ($self->TransactionObj->Type eq ‘Create’ &&

$self->TicketObj->FirstCustomFieldValue(‘YOUR CUSTOM FIELD NAME’) eq ‘YOUR
CUSTOM FIELD VALUE’){

return 1;}

elsif ($self->TransactionObj->Type eq ‘Create’ &&

$self->TicketObj->FirstCustomFieldValue(‘YOUR CUSTOM FIELD NAME’) eq ‘YOUR
CUSTOM FIELD VALUE’){

return 1;}

else{

return 0;}

#in custom action commit code:

$self->TicketObj->SetOwner(‘JOHN DOE’);

return 1;

Thanks,
JordanOn 10 Feb 2016 15:46, “Matt Zagrabelny” mzagrabe@d.umn.edu wrote:

Hey Jordan,

On Wed, Feb 10, 2016 at 4:56 AM, Jordan Taylor via rt-users rt-users@lists.bestpractical.com wrote:

Any help here means alot! Im on the latest version of RT.

What I want to do is, I want the script to automatically set the owner
based on the custom field which there are a few users that need made owner
of certain values.

The example script that I have is as follows however it doesn’t work? ;

#----------------------------------------------------------------------------

Custom action Preparation Code:

#----------------------------------------------------------------------------

set new ticket owner id value

42 - Frank

148 - Bob

5125 - Sally

9324 - Roberta

73886 - Ted

my %orgs = qw(
Budget-Direct 148
Budget-Indirect 148
Controller-AP 5125
Controller-AR 73886
Controller-GA 148
Controller-PR 42
Facilities 42
Field OPS 42
OCFO-Other 42
Procurement 9324
Property 9324
SPO 73886
Travel 5125
Other 42
);

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => “CFO-Org”);
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue(‘CFO-Org’);

The code looks sensible. Try adding some logging to see what is going on:

RT->Logger->error($cfvalue);

my $ownerid = $orgs{$cfvalue};

RT->Logger->error($ownerid);

set Ticket Due date & Owner ID

$ticket->SetOwner($ownerid);

return 1;

Cheers,

-m