We’re running RT 3.8.8 and we need to fire a scrip when a ticket is
transferred away from a queue (to any possible destination).
The condition built into RT “On queue change” only seems to fire when a
ticket is transferred in but not when a ticket is transferred out.
I’ve tried various possible workarounds in custom conditions and even
changing the stage of the transaction but to no avail.
Does anyone have a clue as to what kind of condition I could use to
trigger my scrip when a ticket is transferred out ?
These possible conditions do not work:
You need to have a global scrip that check for a queue change
and if the previous queue was the queue that you want to track
or react to exits.
Cheers,
KenOn Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
Hi,
We’re running RT 3.8.8 and we need to fire a scrip when a ticket is
transferred away from a queue (to any possible destination).
The condition built into RT “On queue change” only seems to fire when a
ticket is transferred in but not when a ticket is transferred out.
I’ve tried various possible workarounds in custom conditions and even
changing the stage of the transaction but to no avail.
Does anyone have a clue as to what kind of condition I could use to trigger
my scrip when a ticket is transferred out ?
These possible conditions do not work:
This should really be trivial as I’m used to toying with RT conditions
and actions but I somehow can’t figure this one out.On 10-09-20 1:27 PM, Kenneth Marshall wrote:
Hi David,
If there is not an alternative in the wiki, it probably does not
exist. (yet) At a first glance, I do not know how you would do
it without triggering on every queue change, whether the functionality
were built-in or not. In any case, the queue change action should be
much less frequent than many other actions so the impact should not
be too bad. YMMV
Regards,
Ken
On 10-09-20 1:21 PM, Kenneth Marshall wrote:
You need to have a global scrip that check for a queue change
and if the previous queue was the queue that you want to track
or react to exits.
Cheers,
Ken
On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
Hi,
We’re running RT 3.8.8 and we need to fire a scrip when a ticket is
transferred away from a queue (to any possible destination).
The condition built into RT “On queue change” only seems to fire when a
ticket is transferred in but not when a ticket is transferred out.
I’ve tried various possible workarounds in custom conditions and even
changing the stage of the transaction but to no avail.
Does anyone have a clue as to what kind of condition I could use to trigger
my scrip when a ticket is transferred out ?
These possible conditions do not work:
Maybe it’s just the way the typing looks, but it looks like you defined my
$Transaction with a capitol “T”, but when you specify it in the code, it has
a lowercase “t”. This might cause a problem. What did you see in your log
file?
Kenn
LBNLOn Mon, Sep 20, 2010 at 12:53 PM, David Moreau Simard fooraide@gmail.comwrote:
This is so weird… would it be a bug ? Because the code certainly doesn’t
behave the way I would expect.
I’ve tried several things as a global scrip as Kenneth recommended:
Condition: User Defined
Action: User Defined
Template: Blank
Custom Condition:
my $Transaction = $self->TransactionObj;
This should really be trivial as I’m used to toying with RT conditions and
actions but I somehow can’t figure this one out.
On 10-09-20 1:27 PM, Kenneth Marshall wrote:
Hi David,
If there is not an alternative in the wiki, it probably does not
exist. (yet) At a first glance, I do not know how you would do
it without triggering on every queue change, whether the functionality
were built-in or not. In any case, the queue change action should be
much less frequent than many other actions so the impact should not
be too bad. YMMV
Regards,
Ken
On 10-09-20 1:21 PM, Kenneth Marshall wrote:
You need to have a global scrip that check for a queue change
and if the previous queue was the queue that you want to track
or react to exits.
Cheers,
Ken
On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
Hi,
We’re running RT 3.8.8 and we need to fire a scrip when a ticket is
transferred away from a queue (to any possible destination).
The condition built into RT “On queue change” only seems to fire when a
ticket is transferred in but not when a ticket is transferred out.
I’ve tried various possible workarounds in custom conditions and even
changing the stage of the transaction but to no avail.
Does anyone have a clue as to what kind of condition I could use to
trigger
my scrip when a ticket is transferred out ?
These possible conditions do not work:
I had to re-type part of the code to post it to the mailing list and
the $Transaction / $transaction came from there, it is actually fine in
the custom condition:
My error logs do not show anything relevant, no compilation errors or
anything.
David,
Maybe it’s just the way the typing looks, but it looks like you
defined my
$Transaction with a capitol “T”, but when you specify it in the code,
it has
I could be wrong, but I think it is a matter of timing. My experience with
trying to stop a transaction in RT is that you’re always a little late in
the process. Once RT has recorded that a ticket has changed Queues, I
believe it is already too late. You can change it back, but you can’t stop
it. My advice would be to check the transaction for a Queue change FROMthe Queue you don’t want to change from and just change it back.
We had a situation where someone was sending emails to a group when they
didn’t know where to send it. We wrote a scrip for that Queue that looked at
the from email address and just sent the ticket to the correct Queue.
Sorry I can’t be of more help.
KennOn Tue, Sep 21, 2010 at 8:05 AM, David Moreau Simard fooraide@gmail.comwrote:
I had to re-type part of the code to post it to the mailing list and the
$Transaction / $transaction came from there, it is actually fine in the
custom condition:
My error logs do not show anything relevant, no compilation errors or
anything.
David,
Maybe it’s just the way the typing looks, but it looks like you defined
my
$Transaction with a capitol “T”, but when you specify it in the code, it
has
a lowercase “t”. This might cause a problem. What did you see in your log
file?
Kenn
LBNL
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