Problems with status changing scrip

RT Users
1

Hello,

I am working on a scrip to auto-change the status of a ticket if it is set to “customer” status. However, I do not want the ticket to change status if the user who is replying to the ticket is the owner. I managed to get the status changing properly, but as soon as I try to setup the condition it no longer works. Could someone look this over for me and tell me where I’m messing up?

Condition: On Correspond

Action: User Defined

Template: Blank

Custom action preparation code:

return 1;

Custom action commit code:

Abort if actor is owner of ticket

return 1 unless $self->TicketObj->Owner != $actor->id;

Change status to “open” if status is “customer”

if ($self->TicketObj->Status() eq ‘customer’ ) {
$self->TicketObj->SetStatus(‘open’);
$RT::Logger->info(“Customer replied to ticket awaiting reply. Status set to open.”);
return 1;
}
return undef;

RT Information:

RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49

Thanks,

Zoey Schutt

Braincoral Technology, LLC

2

I ended up fixing the problem myself. The functioning scrip is below for anyone that would like to use it.

Scrip Name: Set ticket to active upon customer reply

Condition: On Correspond

Action: User Defined

Template: Blank

Custom action preparation code:

return 1;

Custom action commit code:

my $Actor = $self->TransactionObj->Creator;

my $Owner = $self->TicketObj->Owner;

Change status to “open” if status is “customer”

if( $Owner != $Actor ) {

if ($self->TicketObj->Status() eq ‘customer’ ) {

$self->TicketObj->SetStatus(‘open’);

$RT::Logger->info(“Customer replied to ticket awaiting reply. Status set to open.”);

return 1;

}

return undef;

}

return undef;

RT Information:

RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49

Zoey Schutt

Braincoral Technology, LLCFrom: rt-users rt-users-bounces@lists.bestpractical.com on behalf of Zoey Schutt zoey@braincoral.io
Sent: Monday, May 16, 2016 8:36 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problems with status changing scrip

Hello,

I am working on a scrip to auto-change the status of a ticket if it is set to “customer” status. However, I do not want the ticket to change status if the user who is replying to the ticket is the owner. I managed to get the status changing properly, but as soon as I try to setup the condition it no longer works. Could someone look this over for me and tell me where I’m messing up?

Condition: On Correspond

Action: User Defined

Template: Blank

Custom action preparation code:

return 1;

Custom action commit code:

Abort if actor is owner of ticket

return 1 unless $self->TicketObj->Owner != $actor->id;

Change status to “open” if status is “customer”

if ($self->TicketObj->Status() eq ‘customer’ ) {
$self->TicketObj->SetStatus(‘open’);
$RT::Logger->info(“Customer replied to ticket awaiting reply. Status set to open.”);
return 1;
}
return undef;

RT Information:

RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49

Thanks,

Zoey Schutt

Braincoral Technology, LLC

3

Hi Zoey,

Glad you were able to get it working. And thank you (and all others who
do so) for sharing the working solution with the list. It definitely
helps people in the future with a similar use case.

JimOn 5/16/16 5:03 PM, Zoey Schutt wrote:

I ended up fixing the problem myself. The functioning scrip is below for
anyone that would like to use it.

Scrip Name: Set ticket to active upon customer reply

Condition: On Correspond

Action: User Defined

Template: Blank

Custom action preparation code:

return 1;

Custom action commit code:

my $Actor = $self->TransactionObj->Creator;

my $Owner = $self->TicketObj->Owner;

# Change status to "open" if status is "customer"

if( $Owner != $Actor ) {

if ($self->TicketObj->Status() eq 'customer' ) {

$self->TicketObj->SetStatus('open');

$RT::Logger->info("Customer replied to ticket awaiting reply. Status
set to open.");

return 1;

}

return undef;

}

return undef;

RT Information:

RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49

Zoey Schutt

Braincoral Technology, LLC

From: rt-users rt-users-bounces@lists.bestpractical.com on behalf of
Zoey Schutt zoey@braincoral.io
Sent: Monday, May 16, 2016 8:36 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problems with status changing scrip

Hello,

I am working on a scrip to auto-change the status of a ticket if it is
set to “customer” status. However, I do not want the ticket to change
status if the user who is replying to the ticket is the owner. I managed
to get the status changing properly, but as soon as I try to setup the
condition it no longer works. Could someone look this over for me and
tell me where I’m messing up?

Condition: On Correspond

Action: User Defined

Template: Blank

Custom action preparation code:

return 1;

Custom action commit code:

# Abort if actor is owner of ticket
return 1 unless $self->TicketObj->Owner != $actor->id;

# Change status to "open" if status is "customer"
if ($self->TicketObj->Status() eq 'customer' ) {
$self->TicketObj->SetStatus('open');
$RT::Logger->info("Customer replied to ticket awaiting reply. Status
set to open.");
return 1;
}
return undef;

RT Information:

RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49

Thanks,

Zoey Schutt

Braincoral Technology, LLC

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