Scrip eval/template execute timing

RT Users
1

I couldn’t think of a better subject line - this might not be a scrip/template question at all.

I have custom fields associated with a queue. If I reassign a ticket from that queue to another queue, I lose visibility of those fields.

I’d like to grab all of the custom fields and put them in as a comment on the ticket when it changes queues, so they are still visible. I think one way to do this would be with a scrip and template, but I’m not sure if it will work.

If I build a scrip that matches a queue change condition, would it be evaluated after the action (queue change) has occurred, thus making the data I want to consolidate with a template unavailable?

I’m asking before doing in this case because I don’t want to go to all the trouble of figuring out custom scrip/template coding if this isn’t even possible.

Or is there a different way to go about doing this?

Thanks!
Russ

2

I would have liked to do this also, but it turns out you can’t. Even if
you create identically named custom fields in each queue, they’re not
the same custom field. I suppose you probably could code something to
make it appear to work, but it would be a lot of effort, and probably a
bit flakey.

The end result is that you need to create Global Custom Fields instead
of Queue Custom Fields. That’s no problem if you wanted all the queues
to have the same fields, but if you really want custom fields that
belong to multiple (but not all) groups, you probably have to do
something like multiple RT instances…

Kelly F. Hickel

Senior Software Architect

MQSoftware, Inc

952.345.8677

kfh@mqsoftware.comFrom: Russ Roff [mailto:rroff@stny.rr.com]
Sent: Tuesday, February 24, 2004 9:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Scrip eval/template execute timing

I couldn’t think of a better subject line - this might not be a
scrip/template question at all.

I have custom fields associated with a queue. If I reassign a ticket
from that queue to another queue, I lose visibility of those fields.

I’d like to grab all of the custom fields and put them in as a comment
on the ticket when it changes queues, so they are still visible. I
think one way to do this would be with a scrip and template, but I’m not
sure if it will work.

If I build a scrip that matches a queue change condition, would it be
evaluated after the action (queue change) has occurred, thus making the
data I want to consolidate with a template unavailable?

I’m asking before doing in this case because I don’t want to go to all
the trouble of figuring out custom scrip/template coding if this isn’t
even possible.

Or is there a different way to go about doing this?

Thanks!

Russ