Prevent resolution of Ticket that owner is 'Nobody'

Murillo_Azambuja_Gon · July 16, 2015, 2:34pm

Hi all,

I’m using RT 4.2.8 and would like to prevent ticket resolution in which
the owner is “Nobody”.
For that I’m doing two steps:

- Change the custom condition of scrip “On Resolve Notify
  Requestors” to not notify requesters if Owner is ‘Nobody’:*

Description: On Resolve Notify Requestors
Condition: User Defined
Action: Notify Requestors
Template: resolved in HTML

Custom condition:
if((
($self->TransactionObj->Type eq ‘Status’) or
($self->TransactionObj->Type eq ‘Set’ and
$self->TransactionObj->Field eq ‘Status’)
) and
$self->TransactionObj->NewValue eq ‘resolved’
) {
if($self->TicketObj->Owner == $RT::Nobody->id) {
$RT::Logger->debug(“Do not notify requestors if Owner
is Nobody”);
return 0;
} else {
return 1;
}
}

     return 0;

Create scrip to change status from resolved to it’s old value:

Description: On Resolve Check Owner
Condition: On Resolve
Action: User Defined
Template: Blank

  Custom action commits code:*
   # get actor ID
   my $Actor = $self->TransactionObj->Creator;

   # if actor is RT_SystemUser then get out of here
   return 1 if $Actor == $RT::SystemUser->id;

   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

   my ($status, $msg) =

$self->TicketObj->SetStatus($self->TransactionObj->OldValue);
unless($status) {
$RT::Logger->error(“Error when setting new status: $msg”);
return undef;
}

     $RT::Logger->debug("Status changed");

     return 1;

/(The scrips above are divided just for separation of concerns purposes)/

It works, but the message that appears confuses the user: “Status
changed from ‘open’ to ‘resolved’”. But in fact, the status of the
ticket is “open” (setted in scrip above).

Actually I would like to “lock” the screen, warning the user that it is
necessary to assign an owner before resolving the ticket.

Someone suggests a better solution? How could I lock the screen and
display a message to the user?

I tried using the plugin “MandatoryOnTransition” for this purpose, but
does not work because it just considers empty fields, and the owner is
set to “Nobody”, not empty:
Set (% MandatoryOnTransition,
’’ => {
’ -> Resolved’ => [‘TimeWorked’, ‘Owner’],
},
);

Please help me.

Thanks in advance.

Murillo Azambuja Gonçalves

Matt_Zagrabelny · July 16, 2015, 2:37pm

Hi,

I didn’t read everything in your email.

Have you considered a lifecycle where only the Owner is granted the
right to resolve the ticket?

-mOn Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gonçalves murillo@ifi.unicamp.br wrote:

Hi all,

I’m using RT 4.2.8 and would like to prevent ticket resolution in which the
owner is “Nobody”.
For that I’m doing two steps:

Change the custom condition of scrip “On Resolve Notify Requestors” to not
notify requesters if Owner is ‘Nobody’:
    Description: On Resolve Notify Requestors
    Condition: User Defined
    Action: Notify Requestors
    Template: resolved in HTML

    Custom condition:
    if((
            ($self->TransactionObj->Type eq 'Status') or
            ($self->TransactionObj->Type eq 'Set' and
$self->TransactionObj->Field eq ‘Status’)
) and
$self->TransactionObj->NewValue eq ‘resolved’
) {
if($self->TicketObj->Owner == $RT::Nobody->id) {
$RT::Logger->debug(“Do not notify requestors if Owner is
Nobody”);
return 0;
} else {
return 1;
}
}
    return 0;
Create scrip to change status from resolved to it’s old value:
    Description: On Resolve Check Owner
    Condition: On Resolve
    Action: User Defined
    Template: Blank

   Custom action commits code:
    # get actor ID
    my $Actor = $self->TransactionObj->Creator;

    # if actor is RT_SystemUser then get out of here
    return 1 if $Actor == $RT::SystemUser->id;

    return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

    my ($status, $msg) =
$self->TicketObj->SetStatus($self->TransactionObj->OldValue);
unless($status) {
$RT::Logger->error(“Error when setting new status: $msg”);
return undef;
}
    $RT::Logger->debug("Status changed");

    return 1;
(The scrips above are divided just for separation of concerns purposes)

It works, but the message that appears confuses the user: “Status changed
from ‘open’ to ‘resolved’”. But in fact, the status of the ticket is “open”
(setted in scrip above).

Actually I would like to “lock” the screen, warning the user that it is
necessary to assign an owner before resolving the ticket.

Someone suggests a better solution? How could I lock the screen and display
a message to the user?

I tried using the plugin “MandatoryOnTransition” for this purpose, but does
not work because it just considers empty fields, and the owner is set to
“Nobody”, not empty:
Set (% MandatoryOnTransition,
‘’ => {
’ → Resolved’ => [‘TimeWorked’, ‘Owner’],
},
);

Please help me.

Thanks in advance.

–
Murillo Azambuja Gonçalves

Murillo_Azambuja_Gon · July 16, 2015, 3:05pm

This can not be done here.
In some queues those responsible for sending transactions (including
tickets resolution) are not directly involved in the work of tickets.

Even I used the scrip “AutoSetOwner
http://requesttracker.wikia.com/wiki/AutoSetOwner” as a basis to
create mine.

Anyway thanks for your answer.
Would have another suggestion?

Murillo Azambuja GonçalvesOn 07/16/2015 11:37 AM, Matt Zagrabelny wrote:

Hi,

I didn’t read everything in your email.

Have you considered a lifecycle where only the Owner is granted the
right to resolve the ticket?

-m

On Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gonçalves murillo@ifi.unicamp.br wrote:
Hi all,

I’m using RT 4.2.8 and would like to prevent ticket resolution in which the
owner is “Nobody”.
For that I’m doing two steps:

Change the custom condition of scrip “On Resolve Notify Requestors” to not
notify requesters if Owner is ‘Nobody’:
     Description: On Resolve Notify Requestors
     Condition: User Defined
     Action: Notify Requestors
     Template: resolved in HTML

     Custom condition:
     if((
             ($self->TransactionObj->Type eq 'Status') or
             ($self->TransactionObj->Type eq 'Set' and
$self->TransactionObj->Field eq ‘Status’)
) and
$self->TransactionObj->NewValue eq ‘resolved’
) {
if($self->TicketObj->Owner == $RT::Nobody->id) {
$RT::Logger->debug(“Do not notify requestors if Owner is
Nobody”);
return 0;
} else {
return 1;
}
}
     return 0;
Create scrip to change status from resolved to it’s old value:
     Description: On Resolve Check Owner
     Condition: On Resolve
     Action: User Defined
     Template: Blank

    Custom action commits code:
     # get actor ID
     my $Actor = $self->TransactionObj->Creator;

     # if actor is RT_SystemUser then get out of here
     return 1 if $Actor == $RT::SystemUser->id;

     return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

     my ($status, $msg) =
$self->TicketObj->SetStatus($self->TransactionObj->OldValue);
unless($status) {
$RT::Logger->error(“Error when setting new status: $msg”);
return undef;
}
     $RT::Logger->debug("Status changed");

     return 1;
(The scrips above are divided just for separation of concerns purposes)

It works, but the message that appears confuses the user: “Status changed
from ‘open’ to ‘resolved’”. But in fact, the status of the ticket is “open”
(setted in scrip above).

Actually I would like to “lock” the screen, warning the user that it is
necessary to assign an owner before resolving the ticket.

Someone suggests a better solution? How could I lock the screen and display
a message to the user?

I tried using the plugin “MandatoryOnTransition” for this purpose, but does
not work because it just considers empty fields, and the owner is set to
“Nobody”, not empty:
Set (% MandatoryOnTransition,
‘’ => {
’ → Resolved’ => [‘TimeWorked’, ‘Owner’],
},
);

Please help me.

Thanks in advance.

–
Murillo Azambuja Gonçalves

Matt_Zagrabelny · July 16, 2015, 3:26pm

This can not be done here.
In some queues those responsible for sending transactions (including tickets
resolution) are not directly involved in the work of tickets.

Even I used the scrip “AutoSetOwner” as a basis to create mine.

Anyway thanks for your answer.
Would have another suggestion?

Attach some JS to the Create form and test before posting?

-m

Murillo_Azambuja_Gon · July 16, 2015, 8:28pm

I resolved that issue editing the plugin file “MandatoryOnTransition.pm”
(v. 0.09), by doing it accept the Owner field:

line 206
line 207
…
our @CORE_SUPPORTED = qw(Content TimeWorked TimeTaken Owner);
our @CORE_TICKET = qw(TimeWorked Owner);
our %CORE_FOR_UPDATE = (
TimeWorked => ‘UpdateTimeWorked’,
TimeTaken => ‘UpdateTimeWorked’,
Content => ‘UpdateContent’,
Owner => ‘Owner’,
);
our %CORE_FOR_CREATE = (
TimeWorked => ‘TimeWorked’,
Content => ‘Content’,
Owner => ‘Owner’,
);
…
line 221
…

line 338
…
# Check core fields, after canonicalization for update
for my $field (@$core) {

         # Will we have a value on update/create?
         my $arg = $args{'Ticket'}
             ? $CORE_FOR_UPDATE{$field}
             : $CORE_FOR_CREATE{$field};
         next unless $arg;
         next if defined $ARGSRef->{$arg} and length $ARGSRef->{$arg};

if($field eq ‘Owner’ and $args{‘Ticket’}->$field() == $RT::Nobody->id) {*
** push @errors,**
** $CurrentUser->loc(“[_1] is required when changing the
status to [_2]”,**
** $field, $ARGSRef->{Status});**
** }*

         # Do we have a value currently?
         # In Create the ticket hasn't been created yet.
         next if grep { $_ eq $field } @CORE_TICKET
           and ($args{'Ticket'} && $args{'Ticket'}->$field());

         (my $label = $field) =~ s/(?<=[a-z])(?=[A-Z])/ /g; # /
         push @errors,
           $CurrentUser->loc("[_1] is required when changing the

status to [_2]",
$label, $ARGSRef->{Status});
}
line 365
…

I wanted to do it without changes in the source code, but i couldn’t
find a way until this moment.
If anybody has a better idea or knows how to do it without changes in
the code please tell me.

Anyway here’s how I solved that.

Regards,

Murillo Azambuja GonçalvesOn 07/16/2015 12:05 PM, Murillo Azambuja Gonçalves wrote:

This can not be done here.
In some queues those responsible for sending transactions (including
tickets resolution) are not directly involved in the work of tickets.

Even I used the scrip “AutoSetOwner
http://requesttracker.wikia.com/wiki/AutoSetOwner” as a basis to
create mine.

Anyway thanks for your answer.
Would have another suggestion?
Murillo Azambuja Gonçalves

On 07/16/2015 11:37 AM, Matt Zagrabelny wrote:
Hi,

I didn’t read everything in your email.

Have you considered a lifecycle where only the Owner is granted the
right to resolve the ticket?

-m

On Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gonçalves murillo@ifi.unicamp.br wrote:
Hi all,

I’m using RT 4.2.8 and would like to prevent ticket resolution in which the
owner is “Nobody”.
For that I’m doing two steps:

Change the custom condition of scrip “On Resolve Notify Requestors” to not
notify requesters if Owner is ‘Nobody’:
     Description: On Resolve Notify Requestors
     Condition: User Defined
     Action: Notify Requestors
     Template: resolved in HTML

     Custom condition:
     if((
             ($self->TransactionObj->Type eq 'Status') or
             ($self->TransactionObj->Type eq 'Set' and
$self->TransactionObj->Field eq ‘Status’)
) and
$self->TransactionObj->NewValue eq ‘resolved’
) {
if($self->TicketObj->Owner == $RT::Nobody->id) {
$RT::Logger->debug(“Do not notify requestors if Owner is
Nobody”);
return 0;
} else {
return 1;
}
}
     return 0;
Create scrip to change status from resolved to it’s old value:
     Description: On Resolve Check Owner
     Condition: On Resolve
     Action: User Defined
     Template: Blank

    Custom action commits code:
     # get actor ID
     my $Actor = $self->TransactionObj->Creator;

     # if actor is RT_SystemUser then get out of here
     return 1 if $Actor == $RT::SystemUser->id;

     return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

     my ($status, $msg) =
$self->TicketObj->SetStatus($self->TransactionObj->OldValue);
unless($status) {
$RT::Logger->error(“Error when setting new status: $msg”);
return undef;
}
     $RT::Logger->debug("Status changed");

     return 1;
(The scrips above are divided just for separation of concerns purposes)

It works, but the message that appears confuses the user: “Status changed
from ‘open’ to ‘resolved’”. But in fact, the status of the ticket is “open”
(setted in scrip above).

Actually I would like to “lock” the screen, warning the user that it is
necessary to assign an owner before resolving the ticket.

Someone suggests a better solution? How could I lock the screen and display
a message to the user?

I tried using the plugin “MandatoryOnTransition” for this purpose, but does
not work because it just considers empty fields, and the owner is set to
“Nobody”, not empty:
Set (% MandatoryOnTransition,
‘’ => {
’ → Resolved’ => [‘TimeWorked’, ‘Owner’],
},
);

Please help me.

Thanks in advance.

–
Murillo Azambuja Gonçalves