Hi Xavier,
A couple of general comments about what you've posted:
1. A custom condition is only checked when you set the condition to User
Defined. With it set to On Comment your custom condition is ignored and
the scrip fires whenever a comment is detected.
2. If an action is User Defined, the template is ignored. I don't know of
a way to have a User Defined action in a scrip use a template. What I do
is stick another custom field in the queue and use it to trigger e-mail
scrips when I want to send mail as part of a User Defined action, or I
perform the desired action within a custom template.
The way I'd do what (I think) you want to do is to use the On Comment
condition and then use Notify Other Recipients with a custom template. I'd
put your switching code in the template to determine who the message goes to.
Regards,
Gene
At 10:35 AM 8/4/2007, Xavier Ezquerra wrote:
Hello everybody,
Scrip question:
I'm trying to create a "CustomAction" to have communication between
owner and admincc through the commentaries of tickets. It interests to me
to do that any commentary that does one of both receives the other.
# Create new scrip
Configuration -> Global -> Scrips -> New Script
Description: On Comment Notify AdminCCs or Owner with template Admin Comment
Condition: On Comment
Action: User Defined
Template: Admin Comment (custom template )
Stage: TransactionCreate
User Defined conditions and actions
-----------------------------------
Custom condition:
# load id_actor
my $id_actor = $TransactionObj->CreatorObj->Id;
# is owner, send comment to AdminCC
if( $id_actor == $self->TicketObj->OwnerObj->Id ) {
return 1;
# is AdminCC, send comment to Owner
} elsif ($TicketObj->IsWatcher( Type => 'AdminCC' ) ) {
return 1;
# is ????, nothing to do
} else {
return undef;
}
Custom action preparation code:
# empty??
Custom action cleanup code:
# empty??
Custom Field and Scrip Question:
How to detect the new value of custom field, if this changed.
Thanks,
_______________________________________________
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
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
_______________________________________________
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
