We would like to implement a form of Resolve that allows the actor to
choose if they want to send a Resolve notification or not. We are
running Version RT 3.8.4.
We are attempting to implement the following:
http://wiki.bestpractical.com/view/MuteResolve
I created the custom field and added the following to my On Resolve
Notify Requestors scrip for troubleshooting purposes:
my $AllTicketTransactions = $self->TicketObj->Transactions;
while (my $ATransaction= $AllTicketTransactions->Next) {
my $ATransactionID = $ATransaction->Id;
my $ATransactionCustomFields = $ATransaction->CustomFields;
while (my $ACustomField = $ATransactionCustomFields->Next()) {
my $ACustomFieldName = $ACustomField->Name;
my $ACustomFieldValue =
$ATransaction->FirstCustomFieldValue($ACustomFieldName);
$RT::Logger->info( "> Scrip #10 - Transaction $ATransactionID \n"
);
$RT::Logger->info( "> CFName $ACustomFieldName \n"
);
$RT::Logger->info( "> CFValue $ACustomFieldValue
\n" );
}
}
We implemented this with ResolveQuiet being the custom field. A section
of the log output can be found here:
[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51907
((eval 8421):31)
[Thu Feb 4 15:42:25 2010] [info]: > CFName
ResolveQuiet ((eval 8421):32)
[Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval
8421):33)
[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51908
((eval 8421):31)
[Thu Feb 4 15:42:25 2010] [info]: > CFName
ResolveQuiet ((eval 8421):32)
[Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval
8421):33)
[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51909
((eval 8421):31)
[Thu Feb 4 15:42:25 2010] [info]: > CFName
ResolveQuiet ((eval 8421):32)
[Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval
8421):33)
[Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51910
((eval 8421):31)
[Thu Feb 4 15:42:25 2010] [info]: > CFName
ResolveQuiet ((eval 8421):32)
[Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval
8421):33)
From this, it looks like the transactional custom field never actually
gets set.
I saw the following on the list:
action%20custom%20fields;#57445
My questions are:
Am I doing something wrong when I try to obtain the value of the
transaction custom field or are their still issues with transaction
custom fields?
Is there a better way to implement a method for Resolve Quiet?
Is there a better way around this then just changing the transaction
custom field to a ticket custom field?
Is the patch listed above for transaction custom fields still valid? Is
there a better patch?
Any advice?
Jennifer Koermer
Assistant Director of Information Technology
PRG
Production Resource Group
7777 West Side Avenue, North Bergen, NJ 07047
201-758-4349 phone
201-868-7195 fax
201-232-7691 cell
jkoermer@prg.com mailto:jkoermer@prg.com
www.prg.com http://www.prg.com/