Scrip creating multiple (5?) approvals

RT Users
1

Hi folks,

I have a template to create an approval ticket in rt 3.8.2:

===Create-Ticket: Change Request Approval
Refers-To: TOP
Queue: ___Approvals
Requestors: {$Tickets{TOP}->Requestors}
Depended-On-By: TOP
Type: approval
Content-Type: text/plain
Due: {time + 86400}
Content: ...
ENDOFCONTENT

I have a scrip to trigger said approval creation:

Condition: User Defined
my $ticket= $self->TicketObj;
if ( $ticket->FirstCustomFieldValue(‘ticketType’) =~ /change request/i ) {
return 1;
} else {
return 0;
}

Custom action preparation code:
return 1;

Custom action cleanup code:
return 1;

I create a ticket of type ‘change request’ and recieve 5 identical approvals
for the originating ticket. Anyone have any bright suggestions as to why…?

Richard Foley
Ciao - shorter than aufwiedersehen

2

I believe I have 5 Custom Fields enabled and I wonder if this might have
something to do with the 5 created approvals…?

Richard Foley
Ciao - shorter than aufwiedersehen

Hi folks,

I have a template to create an approval ticket in rt 3.8.2:

===Create-Ticket: Change Request Approval
Subject: CR Approval for: {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
Refers-To: TOP
Queue: ___Approvals
Requestors: {$Tickets{TOP}->Requestors}
Depended-On-By: TOP
Type: approval
Content-Type: text/plain
Due: {time + 86400}
Content: …
ENDOFCONTENT

I have a scrip to trigger said approval creation:

Condition: User Defined
my $ticket= $self->TicketObj;
if ( $ticket->FirstCustomFieldValue(‘ticketType’) =~ /change request/i ) {
return 1;
} else {
return 0;
}

Custom action preparation code:
return 1;

Custom action cleanup code:
return 1;

I create a ticket of type ‘change request’ and recieve 5 identical approvals
for the originating ticket. Anyone have any bright suggestions as to
why…?

3

That looks to me that you’re going to execute that approval script for
every transaction that occurs in the ticket.

Test for

lc($self->TransactionObj->Type) eq “create”

to only fire the event when the ticket is created.

Condition: User Defined
my $ticket= $self->TicketObj;
if ( $ticket->FirstCustomFieldValue(‘ticketType’) =~ /change
request/i ) {
return 1;
} else {
return 0;
}

Custom action preparation code:
return 1;

Custom action cleanup code:
return 1;

I create a ticket of type ‘change request’ and recieve 5 identical
approvals
for the originating ticket. Anyone have any bright suggestions as to
why…?

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

4

Hi Jon,

Thanks very much for that tip.

I believe I’d tried various variations of “On Create”, “User Defined”, “Create
Tickets”, etc. etc. before deciding that this was at least somewhere close to
what I’d intended. I think I’m missing something about the context.

Thanks again, and I’ll take a proper look once I get back on the system
shortly.

Richard Foley
Ciao - shorter than aufwiedersehen

One, Two, Free! – Richard Foley Friday 27 March 2009 19:53:25 Jon Baker wrote:

That looks to me that you’re going to execute that approval script for
every transaction that occurs in the ticket.

Test for

lc($self->TransactionObj->Type) eq “create”

to only fire the event when the ticket is created.

Condition: User Defined
my $ticket= $self->TicketObj;
if ( $ticket->FirstCustomFieldValue(‘ticketType’) =~ /change
request/i ) {
return 1;
} else {
return 0;
}

Custom action preparation code:
return 1;

Custom action cleanup code:
return 1;

I create a ticket of type ‘change request’ and recieve 5 identical
approvals
for the originating ticket. Anyone have any bright suggestions as to
why…?

–
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

5

Bingo - thanks Jon, that did it!

I notice the Transaction description in the glossary is not so helpful:

http://wiki.bestpractical.com/view/RTGlossary

"transaction (definition needed)"

Description anyone ?-)

Richard Foley
Ciao - shorter than aufwiedersehen

One, Two, Free! – Richard Foley Friday 27 March 2009 19:53:25 Jon Baker wrote:

That looks to me that you’re going to execute that approval script for
every transaction that occurs in the ticket.

Test for

lc($self->TransactionObj->Type) eq “create”

to only fire the event when the ticket is created.

Condition: User Defined
my $ticket= $self->TicketObj;
if ( $ticket->FirstCustomFieldValue(‘ticketType’) =~ /change
request/i ) {
return 1;
} else {
return 0;
}

Custom action preparation code:
return 1;

Custom action cleanup code:
return 1;

I create a ticket of type ‘change request’ and recieve 5 identical
approvals
for the originating ticket. Anyone have any bright suggestions as to
why…?

–
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656