That was the problem. Thanks. I guess sometimes it just takes a second pair of eyes to find what might usually be an obvious mistake.
Keep up with my goings on at http://theillien.blogspot.com Drew Barnes wrote: > Ah. I think I see it here: > > I've created the following template: > ===Create-Ticket: Child > Subject: {$Tickets{'TOP'}->Subject} - Child > Depended-on-by: TOP > Status: new > Queue: TechOps > Type: ticket > Refers-To: {$Tickets{'TOP'}->Id()} > Content: This is a child ticket > ENDOFCONTENT > > And a scrip which makes use of it with the following settings: > Condition: On Create > Action: Create Tickets > Template: CreateChild (the template above) > > > Try setting the scrip to: > Condition: User Defined > Action: User Defined (maybe... Create Tickets may work) > Template: CreateChild > > Also, throw some debug statements in to make sure you are getting the > expected values. > > > Mathew Snyder wrote: >> That wouldn't be it. I set custom fields in other scrips. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Drew Barnes wrote: >> >>> IIRC, Custom fields are set in a different transaction than the ticket >>> creation. Perhaps this is tripping you up? >>> >>> Mathew Snyder wrote: >>> >>>> Mathew Snyder wrote: >>>> >>>> >>>>> I've followed the method laid out in the wiki for automated approvals in >>>>> order >>>>> to create child tickets. >>>>> >>>>> I've created the following template: >>>>> ===Create-Ticket: Child >>>>> Subject: {$Tickets{'TOP'}->Subject} - Child >>>>> Depended-on-by: TOP >>>>> Status: new >>>>> Queue: TechOps >>>>> Type: ticket >>>>> Refers-To: {$Tickets{'TOP'}->Id()} >>>>> Content: This is a child ticket >>>>> ENDOFCONTENT >>>>> >>>>> And a scrip which makes use of it with the following settings: >>>>> Condition: On Create >>>>> Action: Create Tickets >>>>> Template: CreateChild (the template above) >>>>> >>>>> Custom Condition: >>>>> unless ( >>>>> ( $self->TransactionObj->Type eq "CustomField" >>>>> && $self->TransactionObj->Field == 9 ) >>>>> || $self->TransactionObj->Type eq "Create" >>>>> ) { >>>>> return 0; >>>>> } >>>>> >>>>> Custom action preparation code: >>>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('CustomerCare >>>>> Ticket >>>>> Type') =~ /Provisioning/i; >>>>> >>>>> Custom action cleanup code: >>>>> return 1; >>>>> >>>>> What I am looking for it to do is create the child tickets only if the >>>>> initial >>>>> type of ticket is set to Provisioning. However, the child ticket is >>>>> created >>>>> regardless of the ticket type. I'd also like it to not create a child if >>>>> the >>>>> ticket comes in via email. >>>>> >>>>> Can someone point out the problems with my set-up that is causing it to >>>>> break? >>>>> >>>>> Thanks >>>>> Mathew >>>>> >>>>> >>>> I've changed the logic to: >>>> Custom condition: >>>> if (($self->TransactionObj->Type eq "CustomField" && >>>> $self->TransactionObj->Field == 9 && >>>> $self->TicketObj->FirstCustomFieldValue('Ticket Type')) eq >>>> "Provisioning")){ >>>> return 1; >>>> } else { >>>> return 0; >>>> } >>>> >>>> Custom action preparation code: >>>> return 1; >>>> >>>> Custom action cleanup code: >>>> empty >>>> >>>> But still get child tickets created regardless of the value of the "Ticket >>>> Type" CF. >>>> >>>> Keep up with me and what I'm up to: http://theillien.blogspot.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 >>>> >>>> > _______________________________________________ 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
