User defined Condition: Autoclose

RT Developers
1

How do I define a condition where requestor address is ‘user@example’
com? I will use this condition to close a ticket

In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this

$self->TicketObj->status eq ‘deleted’;

and

my $email = $self->TicketObj->RequestorAddresses[0]

So can I have a user defined condition like this?

$self->TicketObj->RequestorAddresses eq ‘user@example.com’ ?

Is that a valid syntax ?

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

2

How do I define a condition where requestor address is ‘user@example’
com? I will use this condition to close a ticket

In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this

$self->TicketObj->status eq ‘deleted’;

and

my $email = $self->TicketObj->RequestorAddresses[0]

So can I have a user defined condition like this?

$self->TicketObj->RequestorAddresses eq ‘user@example.com’ ?

Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
$self->TicketObj->RequestorAddresses eq ‘vadud3@gmail.com’;

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetStatus resolved;

I see it create a ticket but it does not autoclose it

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

3

How do I define a condition where requestor address is ‘user@example’
com? I will use this condition to close a ticket

In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this

$self->TicketObj->status eq ‘deleted’;

and

my $email = $self->TicketObj->RequestorAddresses[0]

So can I have a user defined condition like this?

$self->TicketObj->RequestorAddresses eq ‘user@example.com’ ?

Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
$self->TicketObj->RequestorAddresses eq ‘vadud3@gmail.com’;

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetStatus resolved;

It is working now. I found the fix in
http://wiki.bestpractical.com/view/ResolveTicket

I see it create a ticket but it does not autoclose it

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

4

Try this in the custom condition:

if ( $self->TicketObj->RequestorAddresses eq ‘vadud3@gmail.com’) {
return 1;
} esle {
return 0;
}

-AshishFrom: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] On Behalf Of Asif Iqbal [vadud3@gmail.com]
Sent: Friday, February 13, 2009 12:32 AM
To: rt-users Users; rt-devel@lists.bestpractical.com
Subject: Re: [rt-users] User defined Condition: Autoclose

How do I define a condition where requestor address is ‘user@example’
com? I will use this condition to close a ticket

In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this

$self->TicketObj->status eq ‘deleted’;

and

my $email = $self->TicketObj->RequestorAddresses[0]

So can I have a user defined condition like this?

$self->TicketObj->RequestorAddresses eq ‘user@example.com’ ?

Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
$self->TicketObj->RequestorAddresses eq ‘vadud3@gmail.com’;

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetStatus resolved;

I see it create a ticket but it does not autoclose it

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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