Custom Condition - On Correspond or Comment

RT Users
1

Hello All,

I am running RT 4.0.10 on CentOS 6.3.

I was trying to create a user defined condition from the create scrip ui based on a code snippit I found here (http://requesttracker.wikia.com/wiki/CustomConditionSnippets).

On Correspond to Unowned Ticket

return 0 unless $self->TransactionObj->Type eq “Correspond”;
return 0 unless $self->TicketObj->Owner == $RT::Nobody->id;
return 1;

I was wondering if I can add an or in the first statement to make it apply to correspond or comment? Like this:

return 0 unless $self->TransactionObj->Type eq “Correspond” or “Comment”;
return 0 unless $self->TicketObj->Owner == $RT::Nobody->id;
return 1;

Essentially the entire helpdesk has grown tired of being admin CC’s on all queues but we want a way to be able to see correspondence or comments on unowned tickets. I’d prefer not to create two separate scrips. I didn’t want to create the scrips unless I was sure instead of just creating them to see if it would work.

Any help is much appreciated…

Thanks,

James Billington
Mantech International

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2

I was wondering if I can add an or in the first statement to make it
apply to correspond or comment? Like this:

return 0 unless $self->TransactionObj->Type eq “Correspond” or “Comment”;

No, that’s not valid Perl. You’d need (line break is purely stylistic):

return 0 unless $self->TransactionObj->Type eq “Correspond”
or $self->TransactionObj->Type eq “Comment”;

Essentially the entire helpdesk has grown tired of being admin CC’s on
all queues but we want a way to be able to see correspondence or
comments on unowned tickets. I’d prefer not to create two separate
scrips. I didn’t want to create the scrips unless I was sure instead of
just creating them to see if it would work.

I just pushed RT::Extension::NotifyBasedOnOwnership to CPAN and public
git. It creates scrip conditions/actions you can use to do what you
want much more cleanly. Look for
RT-Extension-NotifyBasedOnOwnership-0.01 - RT Extension-NotifyBasedOnOwnership Extension - metacpan.org to appear.

3

Thanks for the quick response and you answered my question perfectly. I’m definitely going to check out the extension as a replacement or more complete solution for this, though it’s not showing up yet from the link you sent. I suppose it’ll take some time.

Thanks again,

James Billington
Mantech InternationalFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, March 13, 2013 1:47 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Condition - On Correspond or Comment

I was wondering if I can add an or in the first statement to make it
apply to correspond or comment? Like this:

return 0 unless $self->TransactionObj->Type eq “Correspond” or
“Comment”;

No, that’s not valid Perl. You’d need (line break is purely stylistic):

return 0 unless $self->TransactionObj->Type eq “Correspond”
or $self->TransactionObj->Type eq “Comment”;

Essentially the entire helpdesk has grown tired of being admin CC’s on
all queues but we want a way to be able to see correspondence or
comments on unowned tickets. I’d prefer not to create two separate
scrips. I didn’t want to create the scrips unless I was sure instead
of just creating them to see if it would work.

I just pushed RT::Extension::NotifyBasedOnOwnership to CPAN and public git. It creates scrip conditions/actions you can use to do what you want much more cleanly. Look for RT-Extension-NotifyBasedOnOwnership-0.01 - RT Extension-NotifyBasedOnOwnership Extension - metacpan.org to appear.

RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T

This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments.

4

Thanks for the quick response and you answered my question perfectly. I’m definitely going to check out the extension as a replacement or more complete solution for this, though it’s not showing up yet from the link you sent. I suppose it’ll take some time.

google → RT-Extension-NotifyBasedOnOwnership

Thanks again,

James Billington
Mantech International

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, March 13, 2013 1:47 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Condition - On Correspond or Comment

I was wondering if I can add an or in the first statement to make it
apply to correspond or comment? Like this:

return 0 unless $self->TransactionObj->Type eq “Correspond” or
“Comment”;

No, that’s not valid Perl. You’d need (line break is purely stylistic):

return 0 unless $self->TransactionObj->Type eq “Correspond”
or $self->TransactionObj->Type eq “Comment”;

Essentially the entire helpdesk has grown tired of being admin CC’s on
all queues but we want a way to be able to see correspondence or
comments on unowned tickets. I’d prefer not to create two separate
scrips. I didn’t want to create the scrips unless I was sure instead
of just creating them to see if it would work.

I just pushed RT::Extension::NotifyBasedOnOwnership to CPAN and public git. It creates scrip conditions/actions you can use to do what you want much more cleanly. Look for RT-Extension-NotifyBasedOnOwnership-0.01 - RT Extension-NotifyBasedOnOwnership Extension - metacpan.org to appear.

–
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T

This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments.

–
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

5

Thanks for the quick response and you answered my question perfectly.
I’m definitely going to check out the extension as a replacement or
more complete solution for this, though it’s not showing up yet from
the link you sent. I suppose it’ll take some time.

You happened to have good timing. I already wanted to release that
extension, you just prompted it. The URL now works. Documentation is
at: RT::Extension::NotifyBasedOnOwnership - Adds scrip conditions and actions useful for suppressing notifications to queue watchers when a ticket becomes owned - metacpan.org