Scrip help please

RT Users
1

Hi,

I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a “CC” to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add
the “CC”'s for every new ticket.

Here is the custom condition that is giving me the fits. The current
error I am receiving involves a syntax error…thing is, no matter what
I try, I cannot get this thing to work. Every other part of this process
works (ie, when the cc’s are added, the email is sent. The custom action
does indeed add the cc’s).

I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.

Thanks,

Paul

Custom condition:

if ( ($self->TransactionObj->Type eq “Create”) &&

                ( (

$self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq “Critical”) || (
$self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq “critical”)))

return 1;

else

return 0;

Custom action: (runs fine):

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

push( @{$self->{‘To’}},

  $self->TicketObj->Requestors->MemberEmailAddresses, 

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );

return 1;

2

Paul,

I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add’s additional Cc’s on
“Correspondence” with those tickets as well. Is that something you might be
interested in using?

Kenn
LBNLOn Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul paul_dougherty@prn.comwrote:

Hi,

I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a “CC” to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add the
“CC”’s for every new ticket.

Here is the custom condition that is giving me the fits. The current error
I am receiving involves a syntax error…thing is, no matter what I try, I
cannot get this thing to work. Every other part of this process works (ie,
when the cc’s are added, the email is sent. The custom action does indeed
add the cc’s).

I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.

Thanks,

Paul

Custom condition:

if ( ($self->TransactionObj->Type eq “Create”) &&

                ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')

eq “Critical”) || ( $self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq
“critical”)))

return 1;

else

return 0;

Custom action: (runs fine):

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

push( @{$self->{‘To’}},

  $self->TicketObj->Requestors->MemberEmailAddresses,

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );

return 1;

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

Paul,

Perhaps I misunderstood. Are you wanting to meet these conditions at the
same time (ie. a create with a CF) or are these to be two separate
conditions exclusive of each other?

Kenn
LBNLOn Wed, Jun 9, 2010 at 3:37 PM, Dougherty Paul paul_dougherty@prn.comwrote:

Hi Keith,

These did not help…I have gotten closer to the error, however.

It seems rather stupid, all I am trying to do is to get the condition to
ring true in my scrip.

This is what I have.

($self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq “Critical”);

There are no errors generated by this scrip…but it doesn’t add the
watchers…(this part works when the above condition is met). For example, if
I simply use this…($self->TransactionObj->Type eq “Create”); in the
condition, the scrip adds the watchers.

Watcher add code:

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"paul_dougherty\@prn.com");

push( @{$self->{‘To’}},

  $self->TicketObj->Requestors->MemberEmailAddresses,

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );

return 1;

Any ideas?

Thanks,

Paul

From: Kenneth Crocker [mailto:kfcrocker@lbl.gov]
Sent: Thursday, June 03, 2010 9:00 AM
To: Dougherty Paul

Subject: Re: [rt-users] Scrip help please.

Paul,

I have attached two txt files that have the code in them. These files have
flower box comments and such that I always use to maintain my code. have fun
with them.

Kenn
LBNL

On Thu, Jun 3, 2010 at 8:27 AM, Dougherty Paul paul_dougherty@prn.com wrote:

Hi Ken,

Sure, I might be able to use those.

Thanks,

Paul

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Wednesday, June 02, 2010 5:07 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip help please.

Paul,

I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add’s additional Cc’s on
“Correspondence” with those tickets as well. Is that something you might be
interested in using?

Kenn
LBNL

On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul paul_dougherty@prn.com wrote:

Hi,

I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a “CC” to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add the
“CC”’s for every new ticket.

Here is the custom condition that is giving me the fits. The current error
I am receiving involves a syntax error…thing is, no matter what I try, I
cannot get this thing to work. Every other part of this process works (ie,
when the cc’s are added, the email is sent. The custom action does indeed
add the cc’s).

I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.

Thanks,

Paul

Custom condition:

if ( ($self->TransactionObj->Type eq “Create”) &&

                ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')

eq “Critical”) || ( $self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq
“critical”)))

return 1;

else

return 0;

Custom action: (runs fine):

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

push( @{$self->{‘To’}},

  $self->TicketObj->Requestors->MemberEmailAddresses,

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );

return 1;

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Paul,

I may be wrong, but I think the reason is that when a ticket is being
created, I don’t believe that the "Ticket Custom Field: is available at the
time of “Custom Condition”. I think you will have to add the code that
checks on the value of the Ticket Custom Field in one of the Custom Action
sections along with your code to add the Cc’s. That also may be why the
example has an “or” in that code. Hope this helps.

Kenn
LBNLOn Thu, Jun 10, 2010 at 1:53 PM, Dougherty Paul paul_dougherty@prn.comwrote:

Hi Keith,

First off, thanks for your help.

This is what I am trying to implement…
AddWatcherPerTicket - Request Tracker Wiki

I want this to fire when tickets are created and when the custom field of
Urgency (already created and gets poplutated) is critical.

This is from the wiki…

return undef unless ( ($self->TransactionObj->Type eq “Create”) ||

                 ( $self->TicketObj->FirstCustomFieldValue('Urgency')

eq “High”));

return 1;

So what I am trying to do is change the or statement to an and with && and
change the High to Critical….but somehow this fails. I have tried every
combination I can think of….

Interestingly, I can get the first part (create) to fire correctly when it
is by itself. I cannot get the Urgency part to ever evaluate as true.

Cheers,

Paul

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Thursday, June 10, 2010 1:40 PM

To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip help please.

Paul,

Perhaps I misunderstood. Are you wanting to meet these conditions at the
same time (ie. a create with a CF) or are these to be two separate
conditions exclusive of each other?

Kenn
LBNL

On Wed, Jun 9, 2010 at 3:37 PM, Dougherty Paul paul_dougherty@prn.com wrote:

Hi Keith,

These did not help…I have gotten closer to the error, however.

It seems rather stupid, all I am trying to do is to get the condition to
ring true in my scrip.

This is what I have.

($self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq “Critical”);

There are no errors generated by this scrip…but it doesn’t add the
watchers…(this part works when the above condition is met). For example, if
I simply use this…($self->TransactionObj->Type eq “Create”); in the
condition, the scrip adds the watchers.

Watcher add code:

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"paul_dougherty\@prn.com");

push( @{$self->{‘To’}},

  $self->TicketObj->Requestors->MemberEmailAddresses,

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );

return 1;

Any ideas?

Thanks,

Paul

From: Kenneth Crocker [mailto:kfcrocker@lbl.gov]
Sent: Thursday, June 03, 2010 9:00 AM
To: Dougherty Paul

Subject: Re: [rt-users] Scrip help please.

Paul,

I have attached two txt files that have the code in them. These files have
flower box comments and such that I always use to maintain my code. have fun
with them.

Kenn
LBNL

On Thu, Jun 3, 2010 at 8:27 AM, Dougherty Paul paul_dougherty@prn.com wrote:

Hi Ken,

Sure, I might be able to use those.

Thanks,

Paul

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Wednesday, June 02, 2010 5:07 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip help please.

Paul,

I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add’s additional Cc’s on
“Correspondence” with those tickets as well. Is that something you might be
interested in using?

Kenn
LBNL

On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul paul_dougherty@prn.com wrote:

Hi,

I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a “CC” to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add the
“CC”’s for every new ticket.

Here is the custom condition that is giving me the fits. The current error
I am receiving involves a syntax error…thing is, no matter what I try, I
cannot get this thing to work. Every other part of this process works (ie,
when the cc’s are added, the email is sent. The custom action does indeed
add the cc’s).

I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.

Thanks,

Paul

Custom condition:

if ( ($self->TransactionObj->Type eq “Create”) &&

                ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')

eq “Critical”) || ( $self->TicketObj->FirstCustomFieldValue(‘Urgency’) eq
“critical”)))

return 1;

else

return 0;

Custom action: (runs fine):

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

$self->TicketObj->AddWatcher( Type => “Cc”,

                          Email =>"xxx\@prn.com");

push( @{$self->{‘To’}},

  $self->TicketObj->Requestors->MemberEmailAddresses,

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );

return 1;

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com