SelfService - Identify Tickets


#1

Is there a way to identify SelfService tickets in the newest unowned tickets
listing? Before we implement the SelfService portal, management wants to be
able to easily identify SelfService tickets. The reasoning behind this is
to reward unprivileged SelfService users with prompt service. Also, we
would like to be able to identify SelfService tickets for reporting purposes
to track the effectiveness of the portals use.
Any and all thought or suggestions would be appreciated.

Thanks,

Mike
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#2

I got some help with a custom condition to determine if a ticket is created
from the SelfService interface from <Erik|Laptop> in the IRC Chat. I am a
newbie to scrip writing for RT. I do have the RT Essentials book and am
trying to figure out the syntax of the RT pseudo code. I’d like to know how
to assign a value to a custom field indicating a SelfService submission has
occurred.
The next step is to code the custom action preparation and custom action
clean up code.
Below is the custom condition code.

Any insight is greatly appreciated!
Mike McArdle
Watauga Medical Center
Help Desk Analyst

Custom condition to determine ticket creation via self service

Check to see if this is a create transaction

unless($self->TransactionObj->Type eq “Create”) { return 0; }

Check that it was created via the web interface

if(defined($self->TransactionObj->Message->First->GetHeader(‘Received’))) {
$RT::Logger->info(“Ticket #”. $self->TicketObj->id ." was created by
email");
return 0;
} else {
$RT::Logger->info(“Ticket #”. $self->TicketObj->id ." was created
via http");

Load the users record from their Id

my $user = RT::User->new($RT::SystemUser);
$user->Load($self->TransactionObj->Creator);

Check to see if the user is privileged

if($user->Privileged) {
$RT::Logger->info(“Ticket #”. $self->TicketObj->id ." was
created via full http");
return 0;
} else {
$RT::Logger->info(“Ticket #”. $self->TicketObj->id ." was
created via self service");
return 1;
}
}

return 0;

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