FW: Custom Scrip Help

Tried the following?
http://wiki.bestpractical.com/view/CustomConditionSnippetsOn Tue, Jul 14, 2009 at 6:18 PM, Carlos A. Alvarezcarlos.alvarez@commxinc.com wrote:

Thanks Ruslan,

You mean instead of using the default condition “On Correspond”? Can you point me to a source for TicketObj options and TransactionObj options, so I can create a custom condition. I look everywhere I even bought the RT Essentials book and tried perdocs, and I cant find a list of Class Objects like AddCustomFieldValues, or a list of RT variables.

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Tuesday, July 14, 2009 5:50 AM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)

You need condition as well. Also adding space as value is not a good
option, use DeleteCustomFieldValue method.

On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. Alvarezcarlos.alvarez@commxinc.com wrote:

I will like to create a scrip where the status of a ticket is automatically
changed from open to stalled when a Owner replies to a requestor. I am using
rt-crontool to monitor the status of the tickets and auto resolve the ticket
after 72 hours of inactivity. I created a custom field to monitor the
status of the crontool, but my problem is that when the customer replies, I
can’t rely on my techs to change the status of the ticket manually.

I tried creating User Defined Scrip which works fine, exept it executes each
time, indiscriminately. Let me try to explain, I have one script that
changes the status from open to stalled, when a technician replies, and
another that changed the status back to open when the customer/requestor
replies. I can see that both scrips are executing at the same time
regardless of who initiated the correspondence.

I know that I am missing something basic, but I don’t know what. Can anyone

Scrip 1 customer reply

$self->TicketObj->AddCustomFieldValue(Field => ‘Support Status’, Value => ‘

$self->TicketObj->AddCustomFieldValue(Field => ‘AutoClosure’, Value => ’ ');


return 1;

Scrip 2 Owner reply

$self->TicketObj->AddCustomFieldValue(Field => ‘Support Status’, Value =>
‘Awaiting Customer’);


return 1;



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Best regards, Ruslan.

Best regards, Ruslan.