Help with displaying Error message

RT Users
1

To all,

I have a scrip thar re-sets the Ticket Status to "open" when a

ticket is resolved and a certain CF has no value. Making the CF
Mandatory is not an option as the users do NOT know what to put in it
when the ticket is created and we don’t want the mandatory setting to
stop ticket creation.
What I want to do is display a message on the “Modify Ticket” screen
when they “resolve” the ticket and the CF has NOT been set. Everything
else is working fine. Any help there? Thanks.

Kenn
LBNL

2

Hi,
I have this set up :

On local/html/Ticket/Modify.html

In the INIT Block :

my %queues_custom = (‘’ => ‘1’);
if ($queues_custom{$Ticket->QueueObj->Name}) {
my @custom_results = ProcessCustomRequiredUpdates(TicketObj => $Ticket);
push @results,@custom_results;
}

On local/lib/RT/Interface/Web.pm I have added :

sub ProcessCustomRequiredUpdates {
my %args = @_;
my $TicketObj = $args{‘TicketObj’};
my @results;
$RT::Logger->debug("Queue name is “.$Ticket->QueueObj->Name.” Status is ".$Ticket->Status);
if ( $TicketObj && $TicketObj->QueueObj->Name =~ m/^()$/ && $TicketObj->Status =~ m/^(resolved)$/) {

    my $ObjectCFs = RT::ObjectCustomFields->new($RT::SystemUser);
    $ObjectCFs->LimitToObjectId($TicketObj->QueueObj->Id);
    $ObjectCFs->LimitToLookupType('RT::Queue-RT::Ticket');
                
    my @CustomFields = $ObjectCFs->CustomFields;
    foreach my $CustomField (@CustomFields) {
        next unless ($CustomField->Name =~ m/^(REGULAR EXPR OF YOUR CF)$/);
        my $Values = $TicketObj->CustomFieldValues( $CustomField->Id );
        unless ($Values->Count) {
            push @results, "Error: Custom Field ".$CustomField->Name." is required. Changing Status of ticket to new";
            $TicketObj->SetStatus('new');
            last;
        }
    }
}
return @results;

}

Note: The put the code in modify.html just after pushing the rest of the various results into @results. I put it after this block of code :
push @results, @wresults;
push @results, @dresults;
push @results, @lresults;
push @results, @cf_results;

When inserting the new function into Web.pm, make sure to update the correct values(ie case as well) of REGULAR EXPR OF YOUR QUEUENAME and REGULAR EXPR OF YOUR CF

I know that I have to put in the new function into Web_Local.pm but if I do it doesnt seem to work. May be you can test it out and let me know.

Thanks
-AshishFrom: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] On Behalf Of Ken Crocker [kfcrocker@lbl.gov]
Sent: Thursday, March 19, 2009 12:42 AM
To: rt Users
Subject: [rt-users] Help with displaying Error message

To all,

I have a scrip thar re-sets the Ticket Status to "open" when a

ticket is resolved and a certain CF has no value. Making the CF
Mandatory is not an option as the users do NOT know what to put in it
when the ticket is created and we don’t want the mandatory setting to
stop ticket creation.
What I want to do is display a message on the “Modify Ticket” screen
when they “resolve” the ticket and the CF has NOT been set. Everything
else is working fine. Any help there? Thanks.

Kenn
LBNL

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3

Ashish,

That's a lot of code to add. I was hoping there was a simple command

to use within a scrip that would issue or display an error message.
However, I’ll look this over and see if I can get it to work. Thanks.

Kenn
LBNLOn 3/18/2009 12:39 PM, Potla, Ashish Bassaliel wrote:

Hi,
I have this set up :

On local/html/Ticket/Modify.html

In the INIT Block :

my %queues_custom = (‘’ => ‘1’);
if ($queues_custom{$Ticket->QueueObj->Name}) {
my @custom_results = ProcessCustomRequiredUpdates(TicketObj => $Ticket);
push @results,@custom_results;
}

On local/lib/RT/Interface/Web.pm I have added :

sub ProcessCustomRequiredUpdates {
my %args = @_;
my $TicketObj = $args{‘TicketObj’};
my @results;
$RT::Logger->debug("Queue name is “.$Ticket->QueueObj->Name.” Status is ".$Ticket->Status);
if ( $TicketObj && $TicketObj->QueueObj->Name =~ m/^()$/ && $TicketObj->Status =~ m/^(resolved)$/) {

    my $ObjectCFs = RT::ObjectCustomFields->new($RT::SystemUser);
    $ObjectCFs->LimitToObjectId($TicketObj->QueueObj->Id);
    $ObjectCFs->LimitToLookupType('RT::Queue-RT::Ticket');
                
    my @CustomFields = $ObjectCFs->CustomFields;
    foreach my $CustomField (@CustomFields) {
        next unless ($CustomField->Name =~ m/^(REGULAR EXPR OF YOUR CF)$/);
        my $Values = $TicketObj->CustomFieldValues( $CustomField->Id );
        unless ($Values->Count) {
            push @results, "Error: Custom Field ".$CustomField->Name." is required. Changing Status of ticket to new";
            $TicketObj->SetStatus('new');
            last;
        }
    }
}
return @results;

}

Note: The put the code in modify.html just after pushing the rest of the various results into @results. I put it after this block of code :
push @results, @wresults;
push @results, @dresults;
push @results, @lresults;
push @results, @cf_results;

When inserting the new function into Web.pm, make sure to update the correct values(ie case as well) of REGULAR EXPR OF YOUR QUEUENAME and REGULAR EXPR OF YOUR CF

I know that I have to put in the new function into Web_Local.pm but if I do it doesnt seem to work. May be you can test it out and let me know.

Thanks
-Ashish

From: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] On Behalf Of Ken Crocker [kfcrocker@lbl.gov]
Sent: Thursday, March 19, 2009 12:42 AM
To: rt Users
Subject: [rt-users] Help with displaying Error message

To all,

I have a scrip thar re-sets the Ticket Status to "open" when a

ticket is resolved and a certain CF has no value. Making the CF
Mandatory is not an option as the users do NOT know what to put in it
when the ticket is created and we don’t want the mandatory setting to
stop ticket creation.
What I want to do is display a message on the “Modify Ticket” screen
when they “resolve” the ticket and the CF has NOT been set. Everything
else is working fine. Any help there? Thanks.

Kenn
LBNL

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Buy a copy at http://rtbook.bestpractical.com