Scrip condition not for Reminders

Hello,

We use a RT scrip to check on close if a Custom filed is empty. If the Custom field is empty, the script reopens the ticket.

Condition: On Resolved

Custom action preparation code:
if( ! $self->TicketObj-> FirstCustomFieldValue( ‘FieldName’ ) ) {
$self->TicketObj->SetStatus(‘open’);
}else{
$self->TicketObj->AddCustomFieldValue(
Field => ‘FieldName’,
Value => ‘true’);
}

Now we have a problem with the reminders: When I close a reminder the scrip reopen it.

Is there a way to prevent this?

Thank you,
Tobi

Hi Tobi,

A ticket object has a type method that will return a string when called:
https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1

Something like the following should help:

if ( $self->TicketObj->Type ne 'reminder ) {
$self->TicketObj->SetStatus(‘open’);
}

Best Regards

MartinOn 2016-11-11 08:01, Tobias W. wrote:

Hello,

We use a RT scrip to check on close if a Custom filed is empty. If the
Custom field is empty, the script reopens the ticket.

Condition: On Resolved

Custom action preparation code:
if( ! $self->TicketObj-> FirstCustomFieldValue( ‘FieldName’ ) ) {
$self->TicketObj->SetStatus(‘open’);
}else{
$self->TicketObj->AddCustomFieldValue(
Field => ‘FieldName’,
Value => ‘true’);
}

Now we have a problem with the reminders: When I close a reminder the
scrip reopen it.

Is there a way to prevent this?

Thank you,
Tobi


RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training

  • Los Angeles - January 9-11 2017

Your very welcome :slight_smile:

MartinOn 2016-11-11 16:38, Tobias W. wrote:

Hi Martin,

thank you for your tip.

Now works fine!

Thank you and Best Regards,

Tobi


VON: Martin Wheldon martin.wheldon@greenhills-it.co.uk
GESENDET: Freitag, 11. November 2016 12:31
AN: Tobias W.
CC: rt-users@lists.bestpractical.com
BETREFF: Re: [rt-users] Scrip condition not for Reminders

Hi Tobi,

A ticket object has a type method that will return a string when
called:
https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1 [1]

Something like the following should help:

if ( $self->TicketObj->Type ne 'reminder ) {
$self->TicketObj->SetStatus(‘open’);
}

Best Regards

Martin

On 2016-11-11 08:01, Tobias W. wrote:

Hello,

We use a RT scrip to check on close if a Custom filed is empty. If
the
Custom field is empty, the script reopens the ticket.

Condition: On Resolved

Custom action preparation code:
if( ! $self->TicketObj-> FirstCustomFieldValue( ‘FieldName’ ) ) {
$self->TicketObj->SetStatus(‘open’);
}else{
$self->TicketObj->AddCustomFieldValue(
Field => ‘FieldName’,
Value => ‘true’);
}

Now we have a problem with the reminders: When I close a reminder
the
scrip reopen it.

Is there a way to prevent this?

Thank you,
Tobi


RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training [2]

  • Los Angeles - January 9-11 2017

Links:

[1] https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1
[2] https://bestpractical.com/training