Scrips cancel transactions?

RT Users
1

Hello, list.

On an RT installation we’ve got, we’d like to be able to prevent a
ticket from going into “resolved” or “stalled” status unless there’s
an actual owner attached to the ticket (ie: not Nobody, etc).

I’ve been playing around with scrips, and I can test for all those
conditions in the action perparation section, but I can’t find a way
to actually throw up a “could not change status” message to whoever’s
trying to do so.

Is it possible for a scrip to cancel a transaction like that? Or will
I have to test for the condition in the preparation block, remember
the previous status, and then set the status back to how it used to
be, during the cleanup block?

Thanks a bunch,
CJ

WOW: Kakistocracy | “The ships hung in the sky in much the same
apocalyptech.com/wow | way that bricks don’t.” - Douglas Adams,
rt@apocalyptech.com | The Hitchhiker’s Guide To The Galaxy

2

Try to give right ModifyTicket to Owner role only.
People just can’t do anything with ticket if they aren’t owners.
See also:
http://wiki.bestpractical.org/?Rights

CJ Kucera wrote:

3

Ruslan U. Zakirov wrote:

Try to give right ModifyTicket to Owner role only.
People just can’t do anything with ticket if they aren’t owners.
See also:
http://wiki.bestpractical.org/?Rights

I’ll take a look at that, though your first idea isn’t quite what I’m
looking for; we don’t mind if people who aren’t the actual owner of the
ticket perform ticket operations, we just want to make sure that tickets
can’t be resolved without an owner.

I’ll take a closer look at the Rights page on the Wiki to see if there’s
something in there that would work.

Thanks,
-CJ

WOW: Kakistocracy | “The ships hung in the sky in much the same
apocalyptech.com/wow | way that bricks don’t.” - Douglas Adams,
rt@apocalyptech.com | The Hitchhiker’s Guide To The Galaxy

4

Probably you will want to over-ride the RT API calls
to enforce this.On Sat, Nov 06, 2004 at 09:49:13AM -0600, CJ Kucera wrote:

Ruslan U. Zakirov wrote:

Try to give right ModifyTicket to Owner role only.
People just can’t do anything with ticket if they aren’t owners.
See also:
http://wiki.bestpractical.org/?Rights

I’ll take a look at that, though your first idea isn’t quite what I’m
looking for; we don’t mind if people who aren’t the actual owner of the
ticket perform ticket operations, we just want to make sure that tickets
can’t be resolved without an owner.

I’ll take a closer look at the Rights page on the Wiki to see if there’s
something in there that would work.

Thanks,
-CJ

–
WOW: Kakistocracy | “The ships hung in the sky in much the same
apocalyptech.com/wow | way that bricks don’t.” - Douglas Adams,
rt@apocalyptech.com | The Hitchhiker’s Guide To The Galaxy

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Be sure to check out the RT wiki at http://wiki.bestpractical.com

5

Hi,

I’ve got similar issues as CJ Kucera asked recently:

In my case I use a custom script to create an attachment to a ticket
when the status changes in a certain way.

I’d like to inform the user whether that operation succeeded,
preferrably consistent with all the other messages within
the “Result” box.

Is there any way a scrip can make a message appear there?

[Being able to abort the whole transaction whould be nice, too.]

/ol
< Otmar Lendl (lendl@nic.at) | nic.at Systems Engineer >