RT 5.0.2 TransactionObj->Type always return 'Set'

RT Users
1

Hello, appreciate if can get advice. I would like to change the ticket’s Status to ‘taken’ from new after i ‘take’ the ticket.

My Script below,
Condition: On Owner change
Action: User Defined
Template: Blank

User Defined condition and results
Custom condition: return 1;
Custom action preparation code: return 1;
Custom action commit code:
$RT::Logger->info(’"-----Debug---- TransactionObj Type = '. $self->TransactionObj->Type);
if ($self->TransactionObj->Type eq ‘Take’ ) {
$self->TicketObj->SetStatus(‘taken’);
}
return 1;

Below part of the log file showing:

[52014] [Mon Mar 21 04:55:19 2022] [info]: "-----Debug---- TransactionObj Type = Set ((eval 1573):1)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: About to prepare scrips for transaction #191087 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:189)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: Found 2 scrips for TransactionCreate stage with applicable type(s) SetWatcher for txn #191087 on ticket #20504 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:477)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: Skipping Scrip #31 because it isn’t applicable (/opt/rt5/sbin/…/lib/RT/Scrips.pm:337)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: About to commit scrips for transaction #191087 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:212)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: Committing scrip #24 on txn #191087 of ticket #20504 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:290)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Set,SetWatcher for txn #191086 on ticket #20504 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:477)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: RT::Date used Time::ParseDate to make ‘2022-02-23 12:00:00’ 1645588800 (/opt/rt5/sbin/…/lib/RT/Date.pm:274)
[52014] [Mon Mar 21 04:55:19 2022] [debug]: RT::Date used Time::ParseDate to make ‘2022-02-23 10:00:00’ 1645581600 (/opt/rt5/sbin/…/lib/RT/Date.pm:274)
[52014] [Mon Mar 21 04:55:21 2022] [debug]: Rendering attachment #68320 of ‘text/html’ type (/opt/rt5/share/html/Elements/ShowTransactionAttachments:208)

Thank you.

2

Is taken a status in your lifecycle?

3

Thanks for your response.
No, It doesn’t execute my if statement. [if ($self->TransactionObj->Type eq ‘Take’ ) ]

4

it cant set a status of “taken” if taken isnt part of the ticket lifecycle

5

My lifecycle already defined, new<–>open, open<–>taken, new <–>Taken, etc.
The problem is $self->TransactionObj->Type always return ‘Set’. That’s why never execute my $self->TicketObj->SetStatus(‘taken’);

thanks.

6

What action are you performing to test this? Changing the owner of the ticket?

7

Let me further explain what i am doing.
First, the new ticket created by someone, the owner is Nobody.
Now, i login to my account and i would like to take this ticket. So i perform the action ‘Take’ to assign the ticket to myself.
The ticket Owner changed from Nobody to ‘myusername’ once i clicked the take action. But Status still remain the ‘New’ because of the script doesn’t execute $self->TicketObj->SetStatus(‘taken’);
I expected the script $self->TransactionObj->Type should return ‘Take’ so that the status will be set to ‘taken’.
Thanks.

8

Oh wait duh, the action type is Set but the Field for the transaction is something like “owner” I believe. But also since your condition is on owner change, you shouldn’t even need the check in your action since it’s checked in the condition

9

In my case everyone who have the privilege to change the owner. So that i need to extra checking for the action ‘take’. thanks.

10

My case is similar like the following case
Change ticket status from New to Open on Take action

And i referring to this documentation Transaction - Request Tracker Wiki

i expecting the script $self->TransactionObj->Type eq ‘Take’.
But i’m getting ‘Set’ currently. Anyone can advice and help? thank you.

11

In the example they check Type and Field:

($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue"));

You want to do the same, except for “Set” and “Owner”