Scrip Condition: Untake?

RT Users
1

Greetings RT Forum & Happy June for those that begin the summer months like us northerners!

I’m attempting to make a Scrip with conditional logic if a ticket is “Untaken”, but it would seem there is no transaction type for Untake, as this does not evaluate true on Untake action:

TransactionObj->Type eq "Untake"

Any thoughts on how this can be accomplished?

2

The easiest was is to make Nobody the owner.

3

So you want to detect if the user changed to ‘nobody’ because “Untake” is the same as setting to ‘nobody’. Right?

Got two solutions in my mind:

  • Use logging to write the TransactionObj->Field or TransactionObj->Type to the logfile. I dont know the value for OwnerChange, too. See example below how to use logging. Then use $self->TransactionObj->OldValue !~ /nobody/i;and $self->TransactionObj->NewValue =~ /nobody/i; to test for “untake”.

  • Second is to use ‘On Owner Change’ and test for Owner “Nobody”. So if “Owner Change” is true there must be an other owner than ‘nobody’ before.

Example:
Condition: On Owner Change
Custom action praparation code:

my $ticket = $self->TicketObj;
my $log_tag = $ticket->QueueObj->Name . "#" . $ticket->id; 
my $owner_id = $self->TicketObj->Owner();

$RT::Logger->info($log_tag . ": Preparation. Owner is"  . $owner_id);

return 1 unless ($owner_id == 10);
return 0;

Custom action commit code:
Whatever you want to do.

4

Thank you! This pointed me in the right direction.

I was looking for way to resolve a bug in the “RT-Action-AssignUnownedToActor” plugin which is triggered by attempting to Untake a ticket where you’re the owner (and not the requester). If you try this the plugin assigns you back to the owner after you Untake the ticket so it makes a kinda loop.

This diff of “AssignUnownedToActor.pm” contains the resolution I have tested & confirmed to work:

14a15,18
>     # where the action is not already an owner change
>     # Specifically, this is to corect a bug where this extension breaks "Untake" functionality
>     return 0 if $self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Owner";
>

Once the above line is added, you also need to move the scrip (with action “Assign unowned tickets to actor”) to be a batch scrip, otherwise it won’t work.

Not sure how I would go about getting the above changeset applied upstream to BP github (rt-action-assignunownedtoactor/lib/RT/Action/AssignUnownedToActor.pm at master · bestpractical/rt-action-assignunownedtoactor · GitHub).

Once the above is merged this can also be closed out:
https://rt.cpan.org/Public/Bug/Display.html?id=145546

Many thanks for pointing me in the right direction