Karen, Borut, & Stephan,
Thank you all for your replies. My intent is that once a person has
already updated a CF, RT would recognise that a transaction has occurred
against the ticket and my user-defined condition would execute, which
would modify the ticket status field only. It's crucial to my design.
Actually, if the CF goes back to it's previous setting, I won't really
care as long as the status change takes place. I was also thinking of
using this method for approvals (modify status to "rq apprvd") because I
think it is less cumbersome than the delivered version (I can more
easily control the effect). Thanks again.
Kenn
LBNL
Karen Nyenhuis wrote:
Have you tried setting the scrip stage to TransactionBatch? The scrip
will then get triggered only once after all transactions have been
generated. You then have to iterate over all the transactions to look
for your condition. There is an example in the RT Essentials book.
Stephen Turner wrote:
> Also, there's a potential trap you can get caught in when updating
> ticket fields in scrips - if the update that fires the scrip is
> triggered from a ticket update screen, the value that is shown on the
> screen when the submit button is pressed can override your scrip
update.
> For example, if your ticket is open, you make an update to a custom
> field, and this triggers a scrip that, in custom code, changes the
> status to 'stalled', the sequence of events that take place may set
the
> ticket back to what it was on the screen (ie open). I haven't found a
> way round this one -
This just bit me today. I have a scrip that changes a custom field on
owner change. When user gives away a ticket from /Ticket/Modify.html,
there's also the current value of said custom field selected.
What happens is that the scrip changes the value of the custom field
just to have it set back in the next transaction.
This of course doesn't happen if I change the owner in the
ModifyPeople.html, but I don't think I am able to educate my users...
I really hope there is a solution to this that does not involve
modifying RT. If not, I'll just disable the owner update from
Modify.html. But that is, to put it mildly, crude.
Any ideas?
regards,
Borut Mrak.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
