Script with User Defined conditions and results

RT Users
#1

Hi all, i’m using RT5 (i installed it a week ago).

I need to create a script based on user defined conditions and results.
I created a ticket custom field (OBJ), multiple choice.

When i create a ticket and my custom field is = AAA, then send a notification to joe@abc.it,
if my custom field is = BBB, then send a notification to paul@abc.it.
Since my custom field is multiple choice, if my custom field is = AAA and BBB send a notification to joe@abc.it and paul@abc.it.

Is it possible to do? How?

Thanks for any help

#2

Could you do a custom role instead of a custom field? This may make it harder to limit the options, but then it is easy to make a new notification action:

Admin->Global->Actions

Screen Shot 2022-03-24 at 9.35.17 AM
Screen Shot 2022-03-24 at 9.35.17 AM1019×323 15 KB

Admin->Global->Scrips:

Screen Shot 2022-03-24 at 9.35.24 AM
Screen Shot 2022-03-24 at 9.35.24 AM1235×342 20.7 KB

#3

Thanks, but i can’t because whoever creates the ticket chooses the topic of the ticket and the application in the background should know who to send an email with the detail of the ticket

#4

The user doesn’t set the custom field value?

#5

Yes, but the custom field contains the topic not the recipient or the email of the recipient.
For example, the custom field choose by the requestor: press review & login credentials →
mail sent to paul@abc.it & john@abc.it

#6

I found a solution: I add the emails to the AdminCCs and then send the emails to the AdminCCs. To add the AdminCC I found this script:

my $owner_id = $self->TicketObj->Owner;
my $requestor_email = $self->TicketObj->RequestorAddresses;
my $admincclist = $self->TicketObj->AdminCc;
my @actors = ('pippo@company.com', 'pluto@company.com');
my $user = RT::User->new($RT::SystemUser);

foreach my $actor (@actors) {
$user->LoadByEmail($actor);
my $user_id = $user->Id;
my $user_email = $user->EmailAddress;
if ( $user_email ne $requestor_email )
{
my($status, $msg) = $admincclist->AddMember($user->Id);
unless( $status ) {
$RT::Logger->warning( "Non è stato possibile aggiungere gli AdminCC" );
return undef;
}
}
}

what I need to do now is to fill @actor based on the custom field. I have to scroll all the selection of the custom field and if i find “AAA” then add to @actor pippo@company.com, if i find “BBB” then add to @actor pluto@company.com, if i find “CCC” the add to @actor papaerino@company.com… and so on…

there is a way to do that?

Thanks

#7

You can get custom field values from tickets like this:

my $Values = $self->TicketObj->CustomFieldValues( "OBJ" );

while ( my $Value = $Values->Next ) {
   Do something with the Value
    ...
}

You just have to know when those values are set

#8

Thanks a lot!!!
I tried but instead of scrolling through the values, I scroll through these objects:

RT::ObjectCustomFieldValue=HASH(0x55ef749400a8)
RT::ObjectCustomFieldValue=HASH(0x55ef74824dd8)

my $Values = $self->TicketObj->CustomFieldValues( "Ambito" );
while ( my $Value = $Values->Next ) {
      if ($Value eq 'Networking')
            {
             $actors[0] = ('pippo@company. com');
                $RT::Logger->warning( "Networking" );
             } else {
                  $RT::Logger->warning( "NetworkingNO $Value"  );
             }
      if ($Value eq 'Manutenzione')
            {
             $actors[1] = ('pippo@company. com');
                  $RT::Logger->warning( "Manutenzione" );
            } 
}
#9

I believe you can call Content on a RT::CustomFieldValue object

#10

Sorry but I’ve been studying request tracker and perl for a couple of weeks, and I struggle to find well-done documentation … could you tell me where to find documentation or how to call Content on RT::CustomFieldValue? I tried
my $Values = $self->TicketObj->CustomFieldValues( “Ambito” )->Content;
but doesn’t function…

#11

I usually look at the source code for examples, I saw this:

my $values = $ticket->CustomFieldValues($id);
if ( $values->Count ) {
   $value = [ map { $_->Content } @{ $values->ItemsArrayRef } ]
}

Where that map function is turning the values object into an array (instead of using a while ( my $Value = $Values->Next ) { loop.

Your example is calling Content on RT::CustomFieldValues but believe you want the RT::CustomFieldValue (not plural) object

#12

Thanks again

my $Values = $self->TicketObj->CustomFieldValues( "Ambito" );
while ( my $Value = $Values->Next ) {
      if ($Value->Content eq 'Networking') {

if I write my $Values = $self->TicketObj->CustomFieldValues( “Ambito” )-> Content;
is an error
but if i consider $Value->Content is correct :slight_smile:

#13

If someone can find it useful, I write the solution I came up with thanks to @knation

my $owner_id = $self->TicketObj->Owner;
my $requestor_email = $self->TicketObj->RequestorAddresses;
my $admincclist = $self->TicketObj->AdminCc;
my @actors;
my $count=0;

my $Values = $self->TicketObj->CustomFieldValues( "Ambito" );

while ( my $Value = $Values->Next ) {
#   my $Valore = $Value->Content;
#   $RT::Logger->warning( "--- STO CERCANDO: $count - $Valore ---" );
    if ($Value->Content eq 'Networking') {
       $actors[$count] = ('xxx@nuovocircondarioimolese.it');
#      $RT::Logger->warning( "--- TROVATO: $count - $Valore ---" );
       $count ++;
    } else {
        if ($Value->Content eq 'Manutenzione') {
           $actors[$count] = ('yyy@nuovocircondarioimolese.it');
#          $RT::Logger->warning( "--- TROVATO: $count - $Valore ---" );
           $count ++;
        } 
      }
}

my $user = RT::User->new($RT::SystemUser);

foreach my $actor (@actors) {
$user->LoadByEmail($actor);
my $user_id = $user->Id;
my $user_email = $user->EmailAddress;
if ( $user_email ne $requestor_email )
{
my($status, $msg) = $admincclist->AddMember($user->Id);
unless( $status ) {
$RT::Logger->warning( "Non è stato possibile aggiungere gli AdminCC" );
return undef;
}
}
}
1;

I’ll open a new topic to turn the "if … else… " series into something like case off / switch / given …