Resolve Quiet / Transaction Custom Fields

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:

http://www.gossamer-threads.com/lists/rt/users/57445?search_string=trans
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/