Does anyone know of a way to notify the parent ticket’s owner
on resolve?
Jeff,
Here’s some code I developed for a 3.8 installation.
It will add “TimeWorked” to each parent of a ticket up the ladder and
sideways (if a ticket has more than one parent), regardless of how many.
Use it as an example of how to determine if there is a parent and then as a
condition to send a notification.
Hope this helps.
Kenn
Custom condition:
Set initial values
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
Get out if not for “TimeWorked”
return 0 unless ($trans->Type eq ‘Set’ &&
$trans->Field eq ‘TimeWorked’);
return 1;
Custom action preparation code:
Set initial values
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $Time = (($trans->NewValue) - ($trans->OldValue));
my $MemberOf = $ticket->MemberOf;
get out if current ticket is not a “MemeberOf” (child of some parent)
return 0 unless $MemberOf;
Loop thru each parent and add the Child’s “TimeWorked” to them
You can skip a parent ticket if it is not in active state by uncommenting
the “next” statement
while( my $l = $MemberOf->Next )
{
next unless( $l->TargetObj->Status =~ /^(?:new|open|stalled)$/ );
my $ParentTime = $l->TargetObj->TimeWorked;
my $NewTime = ($ParentTime + $Time);
$l->TargetObj->SetTimeWorked($NewTime);
}
return 1;
Custom action cleanup code: None
return 1;On Mon, Jun 4, 2012 at 10:04 AM, Jeff Blaine jblaine@kickflop.net wrote:
Does anyone know of a way to notify the parent ticket’s owner
on resolve?
That’s a good start to work with.
Any leads on the proper way to go about sending mail via a template
from inside a scrip would be welcome.
Do I just subclass Action::SendEmail, build my message, and commit()
it? I don’t see a way to reference/use a template for that.
Condition: On Resolve
Action: User-defined
Template: ??????
Custom condition code:
N/A
Custom action preparation code:
if ticket has no parents
return 1
# otherwise... do stuff, send email
Custom action cleanup code:
return 1;That’s a good start to work with.
Any leads on the proper way to go about sending mail via a template
from inside a scrip would be welcome.
This is what scrips are meant to do at their core. 
Do I just subclass Action::SendEmail, build my message, and commit()
it? I don’t see a way to reference/use a template for that.Condition: On Resolve Action: User-defined Template: ??????
Think about it this way. Make your Condition custom “On Resolve + Has
Parents”
Then use a standard Notify* action and set the Template on the scrip.
Thanks Thomas
Think about it this way. Make your Condition custom “On Resolve + Has
Parents”
Right.
Then use a standard Notify* action and set the Template on the scrip.
The goal is: On resolve of a child ticket, notify each parent
tickets’ owner that the child was resolved.
There is no “standard Notify* action” for “Owners of parent
tickets”, so I’m confused by what you mean there.
You also said “the Template”. Are you suggesting that I write
the logic into a new custom template and force the “To:”
field there? Or did you intend “the Template” to mean any
existing template of my choice.
I really don’t follow you due to terseness, though I am certainly
not looking for anyone to provide the code either.
Jeff,
OK. Here’s what you do:
Create a Template called “Notify Parents on Resolve”.
The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the “To:” line in the Template)
at the top (test the code to correct my mistakes):To: {my $parent = $Ticket->MemberOf;);
my $OUTPUT;
while ( my $value = $parent->Next )
{
$OUTPUT .= $value->OwnerObj->EmailAddress;
$OUTPUT .= “<—\n”;
}
$OUTPUT;
}
Subject: This Child Ticket has been Resolved
Then create a scrip titled “Notify Parents of Resolved Child”.
The code should be like this:
Condition: User Defined
Action: Notify Others (“To:” address built by template code in
template below)
Template: Global template: Notify Parents of Resolved Child
Stage: TransactionBatch
Custom condition:
Set initial values
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $MemberOf = $ticket->MemberOf;
Check for value change on Ticket Status
return ($self->TransactionObj->Type eq “Status” &&
$self->TransactionObj->NewValue eq “resolved” &&
$MemberOf);
Custom action preparation code: None
Custom action clean-up code: None
Anyway, I just whipped this up and you should verify all the code. The
thing is you want to set a condition that tests that the ticket is being
resolved and it is a child. The template should have code that replaces the
"To:" address with the email address of the owner for any parent above and
that way all parents, grandparents, etc get an email saying that a child
ticket has been resolved. My code may be off but the mechanics should be
correct.
Hope this helps.
Kenn
Create a Template called “Notify Parents on Resolve”.
The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the “To:” line in the
Template) at the top (test the code to correct my mistakes):To: {my $parent = $Ticket->MemberOf;); …
[snip]
Kenn,
That’s what I was stumbling toward, but it seemed like I was
perhaps missing a better way to do it. It can be a little
daunting trying to figure out where to customize RT before
you even get to the how part.
You could have just said, “Yes, override the To: with code
in a custom template”, but I’ll gladly take your much more
detailed response! 
Thanks.
PS: You got a tip via an Amazon purchase yesterday
Jeff,
Kool. Don’t forget about the action being “Notify Others” so your override
takes effect.
thanks for the tip on my guide.
KennOn Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine jblaine@kickflop.net wrote:
On 6/5/2012 6:40 PM, Kenneth Crocker wrote:
Create a Template called “Notify Parents on Resolve”.
The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the “To:” line in the
Template) at the top (test the code to correct my mistakes):To: {my $parent = $Ticket->MemberOf;); …
[snip]
Kenn,
That’s what I was stumbling toward, but it seemed like I was
perhaps missing a better way to do it. It can be a little
daunting trying to figure out where to customize RT before
you even get to the how part.You could have just said, “Yes, override the To: with code
in a custom template”, but I’ll gladly take your much more
detailed response!Thanks.
PS: You got a tip via an Amazon purchase yesterday
There are two solutions on the wiki that either open parent or put a
comment on it. One solution triggers when any dependency is resolved,
another when all child tickets are resolved. It is there for ages.
Ruslan from phone.04.06.2012 21:05 пользователь “Jeff Blaine” jblaine@kickflop.net написал:
Does anyone know of a way to notify the parent ticket’s owner
on resolve?