Help with Old Status value

To List,

I’m trying to get the old value of the ticket status so I can re-set it.
So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field(‘Status’);
$oldvalue->Load($trans->OldValue );

and it’s not working. Can anyone help? Thanks.

Kenn
LBNL

Ken;

In the nicest possible way you got this wrong by a mile, what are you
trying to do, ist a scrip action ? do you want to reset the Status as
soon as its changed to something else? or at a later transaction ie new
update or modify etc?

Roy

Ken Crocker wrote:

Raed,

HA! I’m not surprised, being a perl newbie. First, I’ve set the
condition to check if the user is “resolving” the ticket (working).
Then, I’m examining a CF to see if it has a value, which is working. If
the CF has no value then I want to re-set the Ticket Status back to what
it was. The simple thing would be to make the CF “Mandatory”. However, I
can’t do that as my users rarely know what to put into the CF until they
are about to resolve it. So, I need to check the CF at that point and if
no value, not let them “resolve” the ticket. Any ideas?

Kenn
LBNLOn 6/18/2009 10:32 AM, Raed El-Hames wrote:

Ken;

In the nicest possible way you got this wrong by a mile, what are you
trying to do, ist a scrip action ? do you want to reset the Status as
soon as its changed to something else? or at a later transaction ie
new update or modify etc?

Roy

Ken Crocker wrote:

To List,

I’m trying to get the old value of the ticket status so I can re-set
it. So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field(‘Status’);
$oldvalue->Load($trans->OldValue );

and it’s not working. Can anyone help? Thanks.

Kenn
LBNL


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

my ($status, $msg) = $self->TicketObj->SetStatus(
$transaction_object->OldValue );
unless ( $status ) {
$RT::Logger->error( “Couldn’t set status: $msg” );
return 0;
}On Thu, Jun 18, 2009 at 10:02 PM, Ken Crockerkfcrocker@lbl.gov wrote:

Raed,

HA! I’m not surprised, being a perl newbie. First, I’ve set the
condition to check if the user is “resolving” the ticket (working).
Then, I’m examining a CF to see if it has a value, which is working. If
the CF has no value then I want to re-set the Ticket Status back to what
it was. The simple thing would be to make the CF “Mandatory”. However, I
can’t do that as my users rarely know what to put into the CF until they
are about to resolve it. So, I need to check the CF at that point and if
no value, not let them “resolve” the ticket. Any ideas?

Kenn
LBNL

On 6/18/2009 10:32 AM, Raed El-Hames wrote:

Ken;

In the nicest possible way you got this wrong by a mile, what are you
trying to do, ist a scrip action ? do you want to reset the Status as
soon as its changed to something else? or at a later transaction ie
new update or modify etc?

Roy

Ken Crocker wrote:

To List,

I’m trying to get the old value of the ticket status so I can re-set
it. So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field(‘Status’);
$oldvalue->Load($trans->OldValue );

and it’s not working. Can anyone help? Thanks.

Kenn
LBNL


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Best regards, Ruslan.

Ruslan,

Thanks! That will be a big help.

Kenn
LBNLOn 6/18/2009 12:01 PM, Ruslan Zakirov wrote:

my ($status, $msg) = $self->TicketObj->SetStatus(
$transaction_object->OldValue );
unless ( $status ) {
$RT::Logger->error( “Couldn’t set status: $msg” );
return 0;
}

On Thu, Jun 18, 2009 at 10:02 PM, Ken Crockerkfcrocker@lbl.gov wrote:

Raed,

HA! I’m not surprised, being a perl newbie. First, I’ve set the
condition to check if the user is “resolving” the ticket (working).
Then, I’m examining a CF to see if it has a value, which is working. If
the CF has no value then I want to re-set the Ticket Status back to what
it was. The simple thing would be to make the CF “Mandatory”. However, I
can’t do that as my users rarely know what to put into the CF until they
are about to resolve it. So, I need to check the CF at that point and if
no value, not let them “resolve” the ticket. Any ideas?

Kenn
LBNL

On 6/18/2009 10:32 AM, Raed El-Hames wrote:

Ken;

In the nicest possible way you got this wrong by a mile, what are you
trying to do, ist a scrip action ? do you want to reset the Status as
soon as its changed to something else? or at a later transaction ie
new update or modify etc?

Roy

Ken Crocker wrote:

To List,

I’m trying to get the old value of the ticket status so I can re-set
it. So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field(‘Status’);
$oldvalue->Load($trans->OldValue );

and it’s not working. Can anyone help? Thanks.

Kenn
LBNL


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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