Scrip not working after upgrade

Hi everyone,

I’m upgrading from 3.6.1 to 3.8.6, and having (until now) just a last bug :

I had a scrip that was doing the following : if a ticket has been rejected, then email the user so that he knows about it.

This was made like this :

Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create

Custon Condition :
if ( $Ticket->Status eq “rejected”) { return 1; }
return 0;

So, this works perfectly in the “old” setup (3.6.1).

But in 3.8.6, every time the status of the ticket changes (open, solved, closed, etc…), the Requestor receives a “ticket rejected” notice.

Has anything changed between the 2 versions ? Did I miss something else ?

Thanks in advance for your help
Nicolas

Nicolas,

Try this:

Custom Condition

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

Kenn
LBNLOn 12/11/2009 1:47 AM, Nicolas GUIOT wrote:

Hi everyone,

I’m upgrading from 3.6.1 to 3.8.6, and having (until now) just a last bug :

I had a scrip that was doing the following : if a ticket has been rejected, then email the user so that he knows about it.

This was made like this :

Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create

Custon Condition :
if ( $Ticket->Status eq “rejected”) { return 1; }
return 0;

So, this works perfectly in the “old” setup (3.6.1).

But in 3.8.6, every time the status of the ticket changes (open, solved, closed, etc…), the Requestor receives a “ticket rejected” notice.

Has anything changed between the 2 versions ? Did I miss something else ?

Thanks in advance for your help
Nicolas


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Hi,

I still have exactly the same behaviour :

your ticket has been rejeted

Status: open

Please, everyone, just let me know how YOU warn users that their ticket has been rejected.

NicolasOn Fri, 11 Dec 2009 12:52:20 -0800 Ken Crocker wrote:

Nicolas,

Try this:

Custom Condition

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

Kenn
LBNL

On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:

Hi everyone,

I’m upgrading from 3.6.1 to 3.8.6, and having (until now) just a
last bug :

I had a scrip that was doing the following : if a ticket has been
rejected, then email the user so that he knows about it.

This was made like this :

Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create

Custon Condition :
if ( $Ticket->Status eq “rejected”) { return 1; }
return 0;

So, this works perfectly in the “old” setup (3.6.1).

But in 3.8.6, every time the status of the ticket changes (open,
solved, closed, etc…), the Requestor receives a "ticket rejected"
notice.

Has anything changed between the 2 versions ? Did I miss something
else ?

Thanks in advance for your help
Nicolas

You have this behaviour because of value in Custom Condition drop
down, it should be user defined. Custom code only used with this
condition.On Mon, Dec 14, 2009 at 12:35 PM, Nicolas GUIOT nicolas.guiot@risc-group.com wrote:

Hi,

I still have exactly the same behaviour :

your ticket has been rejeted

Status: open

Please, everyone, just let me know how YOU warn users that their ticket has been rejected.

Nicolas

On Fri, 11 Dec 2009 12:52:20 -0800 Ken Crocker wrote:

Nicolas,

Try this:

Custom Condition

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

Kenn
LBNL

On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:

Hi everyone,

I’m upgrading from 3.6.1 to 3.8.6, and having (until now) just a
last bug :

I had a scrip that was doing the following : if a ticket has been
rejected, then email the user so that he knows about it.

This was made like this :

Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create

Custon Condition :
if ( $Ticket->Status eq “rejected”) { return 1; }
return 0;

So, this works perfectly in the “old” setup (3.6.1).

But in 3.8.6, every time the status of the ticket changes (open,
solved, closed, etc…), the Requestor receives a "ticket rejected"
notice.

Has anything changed between the 2 versions ? Did I miss something
else ?

Thanks in advance for your help
Nicolas


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Best regards, Ruslan.

OK, it works now

ThxOn Mon, 14 Dec 2009 22:08:29 +0300 Ruslan Zakirov wrote:

You have this behaviour because of value in Custom Condition drop
down, it should be user defined. Custom code only used with this
condition.

On Mon, Dec 14, 2009 at 12:35 PM, Nicolas GUIOT nicolas.guiot@risc-group.com wrote:

Hi,

I still have exactly the same behaviour :

your ticket has been rejeted

Status: open

Please, everyone, just let me know how YOU warn users that their
ticket has been rejected.

Nicolas

On Fri, 11 Dec 2009 12:52:20 -0800 Ken Crocker wrote:

Nicolas,

Try this:

Custom Condition

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

Kenn
LBNL

On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:

Hi everyone,

I’m upgrading from 3.6.1 to 3.8.6, and having (until now) just a
last bug :

I had a scrip that was doing the following : if a ticket has been
rejected, then email the user so that he knows about it.

This was made like this :

Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create

Custon Condition :
if ( $Ticket->Status eq “rejected”) { return 1; }
return 0;

So, this works perfectly in the “old” setup (3.6.1).

But in 3.8.6, every time the status of the ticket changes (open,
solved, closed, etc…), the Requestor receives a “ticket
rejected” notice.

Has anything changed between the 2 versions ? Did I miss
something else ?

Thanks in advance for your help
Nicolas


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

Nicolas GUIOT
Risc Group - Service Production Exploitation
Alcatel/CTI - Av. du Gal de Gaulle
45140 ORMES - FRANCE
Tel : (+33) 2 38 71 84 98
Fax : (+33) 2 38 75 76 92