Determine OldValue of Status in External Script

When working with scrips within RT use of
$self->TransactionObj->OldValue is already in the context of the action
being performed. However, I’m trying to write a script outside of RT
which will write out a list of tickets which have been reopened. Since
it is external it doesn’t seem, on the surface, that any checks are
already in the context of what I’m looking for.

If I gather up a list of tickets which are ‘new’ or ‘open’, how do I
narrow that list down to tickets which were previously ‘resolved’ prior
to the current status? Would I still use TransactionObj->OldValue?
TransactionObj doesn’t seem correct since I’m not performing any
transactions to act as the context.

When dealing with CustomFields I can specify by using
FirstCustomFieldValue. How do I specify standard fields like Status?

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You have to search through all the transaction of each ticket to see
if the transaction you are interested in happened. You could also just
check to see if the ticket has a Resolved time set. I don’t think the
resolved time is cleared when a ticket is reopened (easy enough to
check).

You might want to write a scrip that sets a ticket custom field or
attribute when a ticket is reopened, then your script can find the
tickets it needs without search all the transactions (if you go that
route.)

-ToddOn 2/10/08, Mathew Snyder mathew.snyder@gmail.com wrote:

When working with scrips within RT use of
$self->TransactionObj->OldValue is already in the context of the action
being performed. However, I’m trying to write a script outside of RT
which will write out a list of tickets which have been reopened. Since
it is external it doesn’t seem, on the surface, that any checks are
already in the context of what I’m looking for.

If I gather up a list of tickets which are ‘new’ or ‘open’, how do I
narrow that list down to tickets which were previously ‘resolved’ prior
to the current status? Would I still use TransactionObj->OldValue?
TransactionObj doesn’t seem correct since I’m not performing any
transactions to act as the context.

When dealing with CustomFields I can specify by using
FirstCustomFieldValue. How do I specify standard fields like Status?


Keep up with me and what I’m up to: http://theillien.blogspot.com


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That actually sounds reasonable and makes sense. Probably the fasted and
easiest method. Thanks for the input.

Mathew

Todd Chapman wrote:

You have to search through all the transaction of each ticket to see
if the transaction you are interested in happened. You could also just
check to see if the ticket has a Resolved time set. I don’t think the
resolved time is cleared when a ticket is reopened (easy enough to
check).

You might want to write a scrip that sets a ticket custom field or
attribute when a ticket is reopened, then your script can find the
tickets it needs without search all the transactions (if you go that
route.)

-Todd

When working with scrips within RT use of
$self->TransactionObj->OldValue is already in the context of the action
being performed. However, I’m trying to write a script outside of RT
which will write out a list of tickets which have been reopened. Since
it is external it doesn’t seem, on the surface, that any checks are
already in the context of what I’m looking for.

If I gather up a list of tickets which are ‘new’ or ‘open’, how do I
narrow that list down to tickets which were previously ‘resolved’ prior
to the current status? Would I still use TransactionObj->OldValue?
TransactionObj doesn’t seem correct since I’m not performing any
transactions to act as the context.

When dealing with CustomFields I can specify by using
FirstCustomFieldValue. How do I specify standard fields like Status?


Keep up with me and what I’m up to: http://theillien.blogspot.com


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

Keep up with me and what I’m up to: http://theillien.blogspot.com