Help request: Custom scrip action

RT Users
1

Hi everyone,

My organization is planning to use RT to track equipment orders. Once the
equipment is received at the central office, it’s distributed out to a bunch
of other site. We’ve created a queue for this purpose called “Tech-orders”.

I’m using the excellent ExtractCustomFieldValues.pm package to populate a
custom field with the abbreviated names of the buildings where the equipment
will eventually be delivered. That works fine. Now I’m adding another custom
Action that is supposed to scan through the contents of that custom field
and add certain users as Ccs for the ticket. (Each building has a different
person(s) in charge of deploying the equipment once it’s installed.) This is
to notify those persons to be on the lookout for the equipment.

I’m a perl newbie, but this is the code I’ve come up with. I’ve included the
relevant portion of the RT log that shows the scrip failing. I would
appreciate any and all suggestions very much.

-Tim

My code:

package RT::Action::AddCcFromBuildingList;
require RT::Action::Generic;

use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);

sub Describe {
my $self = shift;
return (ref $self );
}

sub Prepare {
return (1);
}

sub Commit {
my %building_watchers = (
“ESC” => [“user1@example.com”,
“user2@example.com”],
“HHS” => [“user3@example.com”]
);
my $cclist = $self->TicketObj->Cc;
my $CustomFields = $Ticket->QueueObj->CustomFields();
my $BuildingList = $Ticket->FirstCustomFieldValue(‘Building List’);

while (my $Building = $BuildingList->Next) {
foreach $email (@{building_watchers{$Building}}) {
my $user = RT::User->new($RT::SystemUser);
$user->LoadByEmail($email);
$cclist->AddMember($user->Id);
}
}
return(1);
}

1;

Logging output:

[Mon Feb 21 16:39:37 2005] [error]: Scrip Prepare 28 died. - Require of
RT::Action::AddCcFromBuildingList failed.
Global symbol “$self” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
23.
Global symbol “$Ticket” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
24.
Global symbol “$Ticket” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
25.
Global symbol “$email” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
28.
Global symbol “$email” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
30.
Compilation failed in require at (eval 318) line 3.

Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA (44š56.013’N 93š24.736’W)
ph: 952.988.4103 fax: 952.988.4311 AIM: tis270

2

Hi everyone,

My organization is planning to use RT to track equipment orders. Once the
equipment is received at the central office, it’s distributed out to a bunch
of other site. We’ve created a queue for this purpose called “Tech-orders”.

I’m using the excellent ExtractCustomFieldValues.pm package to populate a
custom field with the abbreviated names of the buildings where the equipment
will eventually be delivered. That works fine. Now I’m adding another custom
Action that is supposed to scan through the contents of that custom field
and add certain users as Ccs for the ticket. (Each building has a different
person(s) in charge of deploying the equipment once it’s installed.) This is
to notify those persons to be on the lookout for the equipment.

I’m a perl newbie, but this is the code I’ve come up with. I’ve included the
relevant portion of the RT log that shows the scrip failing. I would
appreciate any and all suggestions very much.

-Tim

My code:

package RT::Action::AddCcFromBuildingList;
require RT::Action::Generic;

use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);

sub Describe {
my $self = shift;
return (ref $self );
}

sub Prepare {
return (1);
}

sub Commit {
my %building_watchers = (
“ESC” => [“user1@example.com”,
“user2@example.com”],
“HHS” => [“user3@example.com”]
);
my $cclist = $self->TicketObj->Cc;
my $CustomFields = $Ticket->QueueObj->CustomFields();
my $BuildingList = $Ticket->FirstCustomFieldValue(‘Building List’);

while (my $Building = $BuildingList->Next) {
foreach $email (@{building_watchers{$Building}}) {
my $user = RT::User->new($RT::SystemUser);
$user->LoadByEmail($email);
$cclist->AddMember($user->Id);
}
}
return(1);
}

1;

Logging output:

[Mon Feb 21 16:39:37 2005] [error]: Scrip Prepare 28 died. - Require of
RT::Action::AddCcFromBuildingList failed.
Global symbol “$self” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
23.
Global symbol “$Ticket” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
24.
Global symbol “$Ticket” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
25.
Global symbol “$email” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
28.
Global symbol “$email” requires explicit package name at
/usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
30.
Compilation failed in require at (eval 318) line 3.

You’re confusing scrips with perl modules.

You can do it right inside a scrip. Here is an example from one of mine.

Description: AddWatcherFoo
Condition: User defined
Custom Condition:
return undef unless ($self->TransactionObj->Type eq “Create”);
return undef unless ($self->TicketObj->FirstCustomFieldValue(‘MyField’) =~
/SomeValue/i);

Action: User defined
Custom action preparation code:

my ($status, $msg) = $self->TicketObj->AddWatcher(Type => ‘Cc’, Email
=> “foo@example.com” );
return 1;

Custom action cleanup code:
return 1;

Stage: TransactionCreate
Template: Global template: Blank

Andy Harrison

3

Oops… at the bottom of that custom condition, be sure to add a:

return 1;

Andy Harrison