Changing Priority from script

RT Users
1

I have the following code snippet from an exteral program. It queries all
tickets in a particular queue and changes priority and owner if it hasn’t
been touched in an hour.

Do I have the syntax for setting a new owner correct? What’s the way to
change priority?

Get hold of new and open tickets only

my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitStatus(VALUE => ‘new’);
$tickets->LimitQueue(VALUE => $queue->Id);
$tickets->LimitPriority(OPERATOR => ‘<’, VALUE => “10”);

Process each ticket

while (my $ticket = $tickets->Next) {

if ((time()-$ticket->LastUpdatedObj->Unix)/3600 >= $idleTime) {

$ticket->SetOwner($ownerNames[$newOwner]);

change priority?

$ticket->SetPriority($newPri);

}

}

2

See “Simple example” and last snippet from “code snippets” in
http://wiki.bestpractical.com/index.cgi?WriteCustomAction

matthew zeier wrote:

3

Ruslan Zakirov wrote:

See “Simple example” and last snippet from “code snippets” in
Request Tracker Wiki

That appears geared towards scrips and not external perl scripts but
nonetheless I looked at it appears that my syntax is correct however, I
printed out the status and error message and see:

status: 0, You can only reassign tickets that you own or that are unowned

Script is running as root - can I not have RT give the ticket directly
instead of stealing it like:

my ($status, $msg) = $ticket->SetOwner( $newOwner, “Steal”);

?

matthew zeier wrote:

I have the following code snippet from an exteral program. It queries
all tickets in a particular queue and changes priority and owner if it
hasn’t been touched in an hour.

Do I have the syntax for setting a new owner correct? What’s the way
to change priority?

Get hold of new and open tickets only

my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitStatus(VALUE => ‘new’);
$tickets->LimitQueue(VALUE => $queue->Id);
$tickets->LimitPriority(OPERATOR => ‘<’, VALUE => “10”);

Process each ticket

while (my $ticket = $tickets->Next) {

if ((time()-$ticket->LastUpdatedObj->Unix)/3600 >= $idleTime) {

$ticket->SetOwner($ownerNames[$newOwner]);

change priority?

$ticket->SetPriority($newPri);

}

}

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matthew zeier, Sr. Network Engineer | “Nothing in life is to be feared.
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