Update custom field on all Childs on Resolve

RTIR
1

Hey

I hope you are doing good.

I need to write a Scrip to update C.F Resolution on all childs of an Incident on Resolve.

At the moment it is only possible doing manually.

Any thoughts how to begin?

Thank you

2

To clarify, you want the scrip to check if there are any open child tickets, and if there are none (and one was just closed) then update the scrip?

3

No…

When I close an Incident all the childs will close automatically.
What I need is to enforce the same CF.Resolution on all the childs.

If I close an Incident with CF.Resolution False Positive, all the childs must have the same CF filled.

4

Ah that is more easy!

You can use the scrip condition “On Resolve”, and then a custom action. Something like this (need to test the code):

my $parent_resolution_value = $self->TicketObj->FirstCustomFieldValue( "Resolution" );
while (my $link = $self->TicketObj->DependedOnBy->Next) {
   my ($ret, $msg) = $link->AddCustomFieldValue( Field => "Resolution", Value => $parent_resolution_value );

    RT::Logger->error("Could not set resolution value: $msg") unless $ret;
}

return 1;
5

Thank you very much :heart:

I will test it

6

Hi knation

I have 2 issues on the scrip:

  • Does not find DependOnBy, I have to manually link the IR to Incident on DependOn field.
    I need the Children field, but does not recognize this field.

  • I have an error message " Couldn’t load custom field by ‘Resolution’ identifier"

Any thoughts?

Thank you

7

What does it find? I forget if DependedOn gives children tickets or others

I have an error message " Couldn’t load custom field by ‘Resolution’ identifier"

What is the name of your CF?

8

Supposedly the DependedOn gives the children tickets.

The name of my Custom Field is Resolution, the same error for others CF.

9

So what are you getting?

10

Empty values

I just can find values if manually fill the Depended on by field.

11 
my $parent_resolution_value = $self->TicketObj->FirstCustomFieldValue( "Resolution" );

while (my $link = $self->TicketObj->Members->Next) {
   my ($ret, $msg) = $link->BaseObj->AddCustomFieldValue( Field => "Resolution", Value => $parent_resolution_value );

    RT::Logger->error("Could not set resolution value: $msg") unless $ret;
}

return 1;
12

Thank you very much :heart: