On Custom Field change scrip action

Greetings,

I am not sure where to start with this one… I’d like to have a check
box custom field on tickets so that when the box is ticked an email is
sent to a fixed email address notifying them that the box has been
ticked.

Effectively: OnUpdate -> Check if CustomField checkbox has been
selected(ticked) -> If yes, send defined_template to
fixed_email_address.

I have seen a few people doing something similar using the OnResolve
condition, but we need to be able to flag a job before resolution, so
need to use a custom field to set when the fixed_email recipient should
be notified.

Does anyone have any good insight as to how to make this happen?

Thanks heaps for your assistance with this.

Best regards,
BenR

Hi Ben,

I use this as a User Defined Custom Condition to detect a change in a CF
named “DMCA State”:

{ ### True on state change to ITSO_Review
my $Transaction = $self->TransactionObj;
return $Transaction->Type eq ‘CustomField’
&& $Transaction->Field eq ‘3’
&& get_custom(‘DMCA State’) eq ‘ITSO_Review’
;

sub get_custom {

Returns custom field value

get_custom($field_name)

 my $target_name = $_[0];
 my $val = $self->TicketObj->FirstCustomFieldValue($target_name);
 return $val
   if defined $val;
 return undef;

}
}

I wrote this quite a while ago; from what I’ve learned of RT since then, I
suspect I could have used the CF’s name “DMCA State” instead of it’s ID “3”
like this:
&& $Transaction->Field eq “DMCA State”

Of course, what you are detecting is going to be different, but you should
be able to use this as a guide.

Disclaimer: I know this code could be reduced to 1 or 2 lines, but my
coding philosophy is that readability trumps terseness.

Regards,
Gene

At 01:08 AM 4/18/2008, Ben Robson wrote:

Greetings,

I am not sure where to start with this one… I’d like to have a check
box custom field on tickets so that when the box is ticked an email is
sent to a fixed email address notifying them that the box has been ticked.

Effectively: OnUpdate → Check if CustomField checkbox has been
selected(ticked) → If yes, send defined_template to fixed_email_address.

I have seen a few people doing something similar using the OnResolve
condition, but we need to be able to flag a job before resolution, so need
to use a custom field to set when the fixed_email recipient should be notified.

Does anyone have any good insight as to how to make this happen?

Thanks heaps for your assistance with this.

Best regards,
BenR

Gene LeDuc, GSEC
Security Analyst
San Diego State University