Custom Field and Scrip Question

RT Users
1

Hello everybody,

Scrip question:

I’m trying to create a “CustomAction” to have communication between
owner and admincc through the commentaries of tickets. It interests to me
to do that any commentary that does one of both receives the other.

Create new scrip

Configuration -> Global -> Scrips -> New Script

Description: On Comment Notify AdminCCs or Owner with template Admin Comment

Condition: On Comment
Action: User Defined
Template: Admin Comment (custom template )
Stage: TransactionCreate

User Defined conditions and actions
Custom condition:

load id_actor

my $id_actor = $TransactionObj->CreatorObj->Id;

is owner, send comment to AdminCC

if( $id_actor == $self->TicketObj->OwnerObj->Id ) {
return 1;

is AdminCC, send comment to Owner

} elsif ($TicketObj->IsWatcher( Type => ‘AdminCC’ ) ) {
return 1;

is ???, nothing to do

} else {
return undef;
}

Custom action preparation code:

empty??

Custom action cleanup code:

empty??

Custom Field and Scrip Question:
How to detect the new value of custom field, if this changed.

Thanks,

2

Hi Xavier,

A couple of general comments about what you’ve posted:

  1. A custom condition is only checked when you set the condition to User
    Defined. With it set to On Comment your custom condition is ignored and
    the scrip fires whenever a comment is detected.

  2. If an action is User Defined, the template is ignored. I don’t know of
    a way to have a User Defined action in a scrip use a template. What I do
    is stick another custom field in the queue and use it to trigger e-mail
    scrips when I want to send mail as part of a User Defined action, or I
    perform the desired action within a custom template.

The way I’d do what (I think) you want to do is to use the On Comment
condition and then use Notify Other Recipients with a custom template. I’d
put your switching code in the template to determine who the message goes to.

Regards,
Gene

At 10:35 AM 8/4/2007, Xavier Ezquerra wrote:

Hello everybody,

Scrip question:

I’m trying to create a “CustomAction” to have communication between
owner and admincc through the commentaries of tickets. It interests to me
to do that any commentary that does one of both receives the other.

Create new scrip

Configuration → Global → Scrips → New Script

Description: On Comment Notify AdminCCs or Owner with template Admin Comment
Condition: On Comment
Action: User Defined
Template: Admin Comment (custom template )
Stage: TransactionCreate

User Defined conditions and actions

Custom condition:

load id_actor

my $id_actor = $TransactionObj->CreatorObj->Id;

is owner, send comment to AdminCC

if( $id_actor == $self->TicketObj->OwnerObj->Id ) {
return 1;

is AdminCC, send comment to Owner

} elsif ($TicketObj->IsWatcher( Type => ‘AdminCC’ ) ) {
return 1;

is ???, nothing to do

} else {
return undef;
}

Custom action preparation code:

empty??

Custom action cleanup code:

empty??

Custom Field and Scrip Question:
How to detect the new value of custom field, if this changed.

Thanks,

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Gene LeDuc, GSEC
Security Analyst
San Diego State University