RT 3.0.6 - Custom Scrip Conditions on Custom Field changes

RT Users
1

Hi,

The custom scrip conditions in RT 3 is very powerfull, but I cannot
figure out how to trigger an action on a change to a “custom field”.

I’ve tried this to no avail:

if ($self->TransactionObj->Field eq “NameOfCustomField”) {
return(1);
} else {
return(undef);
}

What I really want to do is not just trigger on any change but trigger
on specific values of custom fields.

Eg: If (( custom field modified ) and ( custom field value =
“somevalue”)) return (1);

Any ideas?

-Bob

2

BJ Blanchard wrote:

Hi,

The custom scrip conditions in RT 3 is very powerfull, but I cannot
figure out how to trigger an action on a change to a “custom field”.

I’ve tried this to no avail:

if ($self->TransactionObj->Field eq “NameOfCustomField”) {
return(1);
} else {
return(undef);
}
Look at this:
mysql> select distinct Type,Field from Transactions;
…
So you must use CustomFieldId instead of Name.
To get ID from Name you can create new CF object and load it by name and
Tickets’s queue.
Good Luck. Ruslan.

3

Thanks Ruslan for pointing me in the right direction.

Just for others to see, this is what I got working:

if (($self->TransactionObj->Type eq “CustomField”) and
($self->TransactionObj->Field eq 2) and
($self->TransactionObj->NewValue eq “Critical Maintenance”)) {
return(1);
} else {
return(undef);
}

NOTE: I’m using the CustomFieldId of “2” above since I didn’t have time
to implement the lookup by name.

If anyone wants to contribute that part, that would be great.

Now I’m looking to build a custom scrip action which adds a ticket
watcher as a “Cc”.

There are no methods that I can see under TicketObj for doing this.

Anyone?On Fri, 2003-10-31 at 10:11, Ruslan U. Zakirov wrote:

BJ Blanchard wrote:

Hi,

The custom scrip conditions in RT 3 is very powerfull, but I cannot
figure out how to trigger an action on a change to a “custom field”.

I’ve tried this to no avail:

if ($self->TransactionObj->Field eq “NameOfCustomField”) {
return(1);
} else {
return(undef);
}
Look at this:
mysql> select distinct Type,Field from Transactions;
…
So you must use CustomFieldId instead of Name.
To get ID from Name you can create new CF object and load it by name and
Tickets’s queue.
Good Luck. Ruslan.

What I really want to do is not just trigger on any change but trigger
on specific values of custom fields.

Eg: If (( custom field modified ) and ( custom field value =
“somevalue”)) return (1);

Any ideas?

-Bob

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4

BJ Blanchard wrote:

Thanks Ruslan for pointing me in the right direction.

Just for others to see, this is what I got working:

if (($self->TransactionObj->Type eq “CustomField”) and
If you have upgraded from 2.x to 3.x then Type could be ‘Keyword’ also.
($self->TransactionObj->Field eq 2) and
($self->TransactionObj->NewValue eq “Critical Maintenance”)) {
return(1);
} else {
return(undef);
}
I recommend you to avoid usage of ID.

NOTE: I’m using the CustomFieldId of “2” above since I didn’t have time
to implement the lookup by name.

If anyone wants to contribute that part, that would be great.

Now I’m looking to build a custom scrip action which adds a ticket
watcher as a “Cc”.
Why? ‘Notify Requestors, Ccs and AdminCcs’ - it’s all watchers in RT.

There are no methods that I can see under TicketObj for doing this.

Anyone?
Look here:
select * from ScripActions where ExecModule LIKE ‘Notify%’;

5

Now I’m looking to build a custom scrip action which adds a ticket
watcher as a “Cc”.
Why? ‘Notify Requestors, Ccs and AdminCcs’ - it’s all watchers in RT.

I don’t want to notify, I want to add a watcher. Business scenario is
this: If a ticket is Critical (custom field condition), then add
manager to Cc list for ticket… ie. don’t want to watch the queue, only
tickets flaged critical.

BJ.

6

BJ Blanchard wrote:

Now I’m looking to build a custom scrip action which adds a ticket
watcher as a “Cc”.

Why? ‘Notify Requestors, Ccs and AdminCcs’ - it’s all watchers in RT.

I don’t want to notify, I want to add a watcher. Business scenario is
this: If a ticket is Critical (custom field condition), then add
manager to Cc list for ticket… ie. don’t want to watch the queue, only
tickets flaged critical.

BJ.

Sorry for that.
my ($status, $msg) = $TicketObj->AddWatcher(Type => ‘Cc’, Email =>
‘foo@bar.com’);
die $msg unless( $status );