RT worklfow with approvers, chosen from list

RT Users
1

Hi,
i have been trying to create a workflow, i’ll try to describe it here:
User A from group HR creates a new ticket in queue “New employee”.
User A chooses a value from a custom field called “Manager”, this is a
"Select one value" custom field with a drop down.
The values in custom field “Manager” are usernames of managers.
Now i would like to create an approval ticket, with owner - custom field
"Manager" value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Depended-On-By: {$Tickets{‘TOP’}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue(‘Manager’)}

I get this error:
Owner: Can’t call method “FirstCustomFieldValue” on an undefined value
at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the
manager approves the ticket, i would like to create 2-3 more tickets.
And each one of them would need to get some custom fields from the
parent ticket (but not all)
something like this - It would get a ticket with the username and what
computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not be
able to see

How do i correctly forward these custom fields to children tickets?

2

Hi Janus,

Details of how to do this can be found in the documentation:

https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier

You need to load the custom field before accessing its value,
something like the following should work. Not tested I’m afraid.

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier(“Manager”);
Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)}

Best Regards

MartinOn 2016-03-21 10:25, zux wrote:

Hi,
i have been trying to create a workflow, i’ll try to describe it here:
User A from group HR creates a new ticket in queue “New employee”.
User A chooses a value from a custom field called “Manager”, this is a
“Select one value” custom field with a drop down.
The values in custom field “Manager” are usernames of managers.
Now i would like to create an approval ticket, with owner - custom
field “Manager” value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee {$Tickets{‘TOP’}->Subject}
Depended-On-By: {$Tickets{‘TOP’}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue(‘Manager’)}

I get this error:
Owner: Can’t call method “FirstCustomFieldValue” on an undefined value
at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the
manager approves the ticket, i would like to create 2-3 more tickets.
And each one of them would need to get some custom fields from the
parent ticket (but not all)
something like this - It would get a ticket with the username and what
computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not
be able to see

How do i correctly forward these custom fields to children tickets?

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016
3

Looks like that line has $Ticket{TOP} rather than $Tickets{‘TOP’} like
the others. The quotes shouldn’t matter, but the missing ‘s’ definitely
does.On 3/21/16 6:25 AM, zux wrote:

Hi,
i have been trying to create a workflow, i’ll try to describe it here:
User A from group HR creates a new ticket in queue “New employee”.
User A chooses a value from a custom field called “Manager”, this is a
“Select one value” custom field with a drop down.
The values in custom field “Manager” are usernames of managers.
Now i would like to create an approval ticket, with owner - custom
field “Manager” value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee {$Tickets{‘TOP’}->Subject}
Depended-On-By: {$Tickets{‘TOP’}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue(‘Manager’)}

I get this error:
Owner: Can’t call method “FirstCustomFieldValue” on an undefined value
at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the
manager approves the ticket, i would like to create 2-3 more tickets.
And each one of them would need to get some custom fields from the
parent ticket (but not all)
something like this - It would get a ticket with the username and what
computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not
be able to see

How do i correctly forward these custom fields to children tickets?

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016
4

Sorry, accidentally answered to Martin privately.Subject: Re: [rt-users] RT worklfow with approvers, chosen from list
Date: Mon, 21 Mar 2016 13:58:18 +0200
From: zux zux@pie-dabas.net
To: martin.wheldon@greenhills-it.co.uk

Hi, sorry if i’m missing something simple here.
I tried your suggestions
this

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier(“Manager”);

gave me an error when saving template:

Couldn’t compile template codeblock ‘TOP’: Bareword “TOP” not allowed
while “strict subs” in use at template line 2

So I tried adding {}

$cf = {$Ticket{TOP}->LoadCustomFieldByIdentifier(“Manager”)};

this one I could save, bet when creating a ticket, it gave this error in
log:

[10174] [Mon Mar 21 11:53:36 2016] [debug]: Workflow: yielding $cf =
Can’t call method “LoadCustomFieldByIdentifier” on an undefined value at
template line 1.

Am i missing something?

Thanks

5

Thanks, this worked like a charm. Can’t believe I spent almost a day
dancing around this…

Is there a way I can create 3 more children tickets after the approval
and transfer some of the custom fields to those child tickets?On 2016.03.21. 15:22, Jim Brandt wrote:

Looks like that line has $Ticket{TOP} rather than $Tickets{‘TOP’} like
the others. The quotes shouldn’t matter, but the missing ‘s’
definitely does.

On 3/21/16 6:25 AM, zux wrote:

Hi,
i have been trying to create a workflow, i’ll try to describe it here:
User A from group HR creates a new ticket in queue “New employee”.
User A chooses a value from a custom field called “Manager”, this is
a “Select one value” custom field with a drop down.
The values in custom field “Manager” are usernames of managers.
Now i would like to create an approval ticket, with owner - custom
field “Manager” value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee {$Tickets{‘TOP’}->Subject}
Depended-On-By: {$Tickets{‘TOP’}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue(‘Manager’)}

I get this error:
Owner: Can’t call method “FirstCustomFieldValue” on an undefined
value at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the
manager approves the ticket, i would like to create 2-3 more tickets.
And each one of them would need to get some custom fields from the
parent ticket (but not all)
something like this - It would get a ticket with the username and
what computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not
be able to see

How do i correctly forward these custom fields to children tickets?

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016