Setting Ticket Owner name

RT Users
1

To all,

I'm trying to pre-set a ticket owner based on the value of an incoming

CF that is set during ticket creation. What I have is this

Condition: On Create
Action: User-Defined
Template: Blank
Stage: TransactionBatch

Custom Action Prep Code:

my $ticket = $self->TicketObj;
return unless ($ticket->OwnerObj->Name() eq ‘Nobody’ );

Custom Action Cleanup Code:

set up variables

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $org = $ticket->FirstCustomFieldValue(‘CF Name’)

condition setting owner ID on value of CF CF Name

if ($org = ‘XXX’)
{
$ticket->SetOwner->Name(‘Persons User Name1’, ‘Force’);
}
elseif ($org = ‘XY XY’)
{
$ticket->SetOwner->Name(‘Persons User Name2’, ‘Force’);
}

return 1;

The ticket owner is not being set. The ticket is created and all other

fields, including the CF, are being created.
Any ideas? Thanks.

Kenn
LBNL

2

Kenn,

Custom Action Prep Code:

my $ticket = $self->TicketObj;
return unless ($ticket->OwnerObj->Name() eq ‘Nobody’ );

You’ll need to return 1 if you want to continue to action cleanup, 0
otherwise.

Custom Action Cleanup Code:

  $ticket->SetOwner->Name('Persons User Name1', 'Force');

I think this should work:

$ticket->SetOwner (‘Persons User Name1’, ‘Force’);

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

3

[forwarding to list]

Stephen,

I thought that "return unless" defaulted to "return 1 unless", but I

changed it anyway.

I tried your "set" code and that didn't work. Any other ideas?

Kenn
LBNLOn 10/27/2008 12:44 PM, Stephen Turner wrote:

Kenn,
On Mon, 27 Oct 2008 15:35:40 -0400, Kenneth Crocker KFCrocker@lbl.gov wrote:

Custom Action Prep Code:

my $ticket = $self->TicketObj;
return unless ($ticket->OwnerObj->Name() eq ‘Nobody’ );

You’ll need to return 1 if you want to continue to action cleanup, 0
otherwise.

Custom Action Cleanup Code:

  $ticket->SetOwner->Name('Persons User Name1', 'Force');

I think this should work:
$ticket->SetOwner (‘Persons User Name1’, ‘Force’);
Steve

4

Hi!

   I thought that "return unless" defaulted to "return 1 unless", but I

changed it anyway.

If you don’t define a value, it is undefined. There is a special value
named ‘undef’ in Perl just for that. It evaluates to zero on numeric
comparison, and false on boolean.

   I tried your "set" code and that didn't work. Any other ideas?

if ($org = ‘XXX’)

You probably want to compare two strings with “$org eq ‘XXX’” rather
than set $org’s value to ‘XXX’, which is what “=” does.

Cheers,

Kalle Hallivuori +358-41-5053073 http://korpiq.iki.fi/