Help with Scrip to move a ticket into a new queue

RT Users
1

Hi,

I a queue called fr

There is a simple autoreply that is bound to this queue.

Scrip is setup:

Condition: OnCreate
Action: User defined
Template: Autoreply
Stage: TransactionCreate
Custom condition: return 1;
Custom action preparation code:

Custom action cleanup code:

Change queue

my $newqueue = “1.General”;
my $T_Obj = $self->TicketObj;

$RT::Logger->info(“Auto assign ticket #”. $T_Obj->id ." to queue #".
$newqueue );
my ($status, $msg) = $T_Obj->SetQueue($newqueue);
unless ($status) {
$RT::Logger->warning(“unable to set new queue: $msg”);
return undef;
}
return 1;

It is not a typo “1.General” it is the proper name of the queue that I
want new tickets to be moved to.

Not sure what I am doing wrong but it doesn’t work.
Can anyone tell me how to debug this?
Trace this?

What am I doing wrong?

Thanks,
Gilbert.

2

You need ‘return 1;’ in preparation code.

Regards, Ruslan. From phone.23.08.2011 3:16 пользователь “Gilbert Rebeiro” gilbert@dido.ca написал:

Hi,

I a queue called fr

There is a simple autoreply that is bound to this queue.

Scrip is setup:

Condition: OnCreate
Action: User defined
Template: Autoreply
Stage: TransactionCreate
Custom condition: return 1;
Custom action preparation code:

Custom action cleanup code:

Change queue

my $newqueue = “1.General”;
my $T_Obj = $self->TicketObj;

$RT::Logger->info(“Auto assign ticket #”. $T_Obj->id ." to queue #".
$newqueue );
my ($status, $msg) = $T_Obj->SetQueue($newqueue);
unless ($status) {
$RT::Logger->warning(“unable to set new queue: $msg”);
return undef;
}
return 1;

It is not a typo “1.General” it is the proper name of the queue that I
want new tickets to be moved to.

Not sure what I am doing wrong but it doesn’t work.
Can anyone tell me how to debug this?
Trace this?

What am I doing wrong?

Thanks,
Gilbert.

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011
3

Gilbert,

You might also want to remove the “return 1;” in the custom Condition code
since you have already set the condition as “OnCreate”. It isn’t needed. I
don’t know if it messes anything up, but I wouldn’t leave anything in a
coded area that isn’t needed.

Hope this helps.

Kenn
LBNLOn Tue, Aug 23, 2011 at 4:27 AM, Ruslan Zakirov ruz@bestpractical.comwrote:

You need ‘return 1;’ in preparation code.

Regards, Ruslan. From phone.
23.08.2011 3:16 пользователь “Gilbert Rebeiro” gilbert@dido.ca написал:

Hi,

I a queue called fr

There is a simple autoreply that is bound to this queue.

Scrip is setup:

Condition: OnCreate
Action: User defined
Template: Autoreply
Stage: TransactionCreate
Custom condition: return 1;
Custom action preparation code:

Custom action cleanup code:

Change queue

my $newqueue = “1.General”;
my $T_Obj = $self->TicketObj;

$RT::Logger->info(“Auto assign ticket #”. $T_Obj->id ." to queue #".
$newqueue );
my ($status, $msg) = $T_Obj->SetQueue($newqueue);
unless ($status) {
$RT::Logger->warning(“unable to set new queue: $msg”);
return undef;
}
return 1;

It is not a typo “1.General” it is the proper name of the queue that I
want new tickets to be moved to.

Not sure what I am doing wrong but it doesn’t work.
Can anyone tell me how to debug this?
Trace this?

What am I doing wrong?

Thanks,
Gilbert.

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA – September 26 & 27, 2011
  • San Francisco, CA, USA – October 18 & 19, 2011
  • Washington DC, USA – October 31 & November 1, 2011
  • Melbourne VIC, Australia – November 28 & 29, 2011
  • Barcelona, Spain – November 28 & 29, 2011
4

Excellent, , it worked.
Many thanks to all that helped.On 23/08/2011 11:14 AM, Kenneth Crocker wrote:

Gilbert,

You might also want to remove the “return 1;” in the custom Condition
code since you have already set the condition as “OnCreate”. It isn’t
needed. I don’t know if it messes anything up, but I wouldn’t leave
anything in a coded area that isn’t needed.

Hope this helps.

Kenn
LBNL

On Tue, Aug 23, 2011 at 4:27 AM, Ruslan Zakirov <ruz@bestpractical.com mailto:ruz@bestpractical.com> wrote:

You need 'return 1;' in preparation code.

Regards, Ruslan. From phone.

23.08.2011 3:16 ???????????? "Gilbert Rebeiro" <gilbert@dido.ca
<mailto:gilbert@dido.ca>> ???????:

> Hi,
>
> I a queue called fr
>
> There is a simple autoreply that is bound to this queue.
>
> Scrip is setup:
>
> Condition: OnCreate
> Action: User defined
> Template: Autoreply
> Stage: TransactionCreate
> Custom condition: return 1;
> Custom action preparation code:
>
> Custom action cleanup code:
>
> # Change queue
> my $newqueue = "1.General";
> my $T_Obj = $self->TicketObj;
>
> $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue
#".
> $newqueue );
> my ($status, $msg) = $T_Obj->SetQueue($newqueue);
> unless ($status) {
> $RT::Logger->warning("unable to set new queue: $msg");
> return undef;
> }
> return 1;
>
> It is not a typo "1.General" it is the proper name of the queue
that I
> want new tickets to be moved to.
>
>
> Not sure what I am doing wrong but it doesn't work.
> Can anyone tell me how to debug this?
> Trace this?
>
> What am I doing wrong?
>
> Thanks,
> Gilbert.
> --------
> RT Training Sessions
(http://bestpractical.com/services/training.html)
> * Chicago, IL, USA September 26 & 27, 2011
> * San Francisco, CA, USA October 18 & 19, 2011
> * Washington DC, USA October 31 & November 1, 2011
> * Melbourne VIC, Australia November 28 & 29, 2011
> * Barcelona, Spain November 28 & 29, 2011

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA --- September 26 & 27, 2011
*  San Francisco, CA, USA --- October 18 & 19, 2011
*  Washington DC, USA --- October 31 & November 1, 2011
*  Melbourne VIC, Australia --- November 28 & 29, 2011
*  Barcelona, Spain --- November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26& 27, 2011
  • San Francisco, CA, USA — October 18& 19, 2011
  • Washington DC, USA — October 31& November 1, 2011
  • Melbourne VIC, Australia — November 28& 29, 2011
  • Barcelona, Spain — November 28& 29, 2011