Help with custom condition on scrip

Hi there,

I’m trying to get a custom scrip to run on a status change to “Active” on an RT 4.2.5 installation.

The queue is using a custom lifecycle that includes status’ of Pending > Active > Contained > Resolved > Rejected > Deleted. All of the transitions and lifecycles have been defined and there is no issue creating, moving or transitioning tickets through the various statuses.

I’ve created a custom scrip with condition “User Defined” and action “User Defined” (for testing purposes, although the intention is to eventually have the scrip send an email to a distribution group.

The “Custom Condition” looks like this (based on example code taken from http://requesttracker.wikia.com/wiki/CustomConditionSnippets):

my $txn = $self->TransactionObj;
my $type = $txn->Type;
return 0 unless $type eq “Status”
|| ( $type eq ‘Set’ && $txn->Field eq ‘Status’);
return 0 unless $txn->NewValue eq “Active”;
return 1;

The “Custom action preparation code” looks like this:

$RT::Logger->debug("!!!WORKS!!!\n");

This is just to dump out some text to the logs to confirm if the condition is working as intended. It is not, and the logs show “Skipping Scrip #18 because it isn’t applicable” (This would be the scrip in question).

I’ve tried this as both a normal and a batch script and it won’t fire.

Appreciate any insight.

Robert Moerman, CISSP
Manager, Security Monitoring & Threat Response
Information Security Operations Center

This communication is confidential. We only send and receive email on the basis of the terms set out at www.rogers.com/web/content/emailnoticehttp://www.rogers.com/web/content/emailnotice

Ce message est confidentiel. Notre transmission et r?ception de courriels se fait strictement suivant les modalit?s ?nonc?es dans l’avis publi? ? www.rogers.com/aviscourriel http://www.rogers.com/aviscourriel

Never mind, figured it out. Status is in lowercase.

Thanks,

RobFrom: Rob Moerman
Sent: Friday, June 27, 2014 2:35 PM
To: rtir@lists.bestpractical.com
Subject: [Rtir] Help with custom condition on scrip

Hi there,

I’m trying to get a custom scrip to run on a status change to “Active” on an RT 4.2.5 installation.

The queue is using a custom lifecycle that includes status’ of Pending > Active > Contained > Resolved > Rejected > Deleted. All of the transitions and lifecycles have been defined and there is no issue creating, moving or transitioning tickets through the various statuses.

I’ve created a custom scrip with condition “User Defined” and action “User Defined” (for testing purposes, although the intention is to eventually have the scrip send an email to a distribution group.

The “Custom Condition” looks like this (based on example code taken from http://requesttracker.wikia.com/wiki/CustomConditionSnippets):

my $txn = $self->TransactionObj;
my $type = $txn->Type;
return 0 unless $type eq “Status”
|| ( $type eq ‘Set’ && $txn->Field eq ‘Status’);
return 0 unless $txn->NewValue eq “Active”;
return 1;

The “Custom action preparation code” looks like this:

$RT::Logger->debug(“!!!WORKS!!!\n”);

This is just to dump out some text to the logs to confirm if the condition is working as intended. It is not, and the logs show “Skipping Scrip #18 because it isn’t applicable” (This would be the scrip in question).

I’ve tried this as both a normal and a batch script and it won’t fire.

Appreciate any insight.

Robert Moerman, CISSP
Manager, Security Monitoring & Threat Response
Information Security Operations Center

This communication is confidential. We only send and receive email on the basis of the terms set out at Wireless, Internet, TV, Home Monitoring, and Home phone - Rogershttp://www.rogers.com/web/content/emailnotice

Ce message est confidentiel. Notre transmission et r?ception de courriels se fait strictement suivant les modalit?s ?nonc?es dans l’avis publi? ? www.rogers.com/aviscourriel http://www.rogers.com/aviscourriel

This communication is confidential. We only send and receive email on the basis of the terms set out at Wireless, Internet, TV, Home Monitoring, and Home phone - Rogershttp://www.rogers.com/web/content/emailnotice

Ce message est confidentiel. Notre transmission et r?ception de courriels se fait strictement suivant les modalit?s ?nonc?es dans l’avis publi? ? www.rogers.com/aviscourriel http://www.rogers.com/aviscourriel