The code you posted makes no sense. It has a bunch of "return 1" statements in it so most of it will never be executed. Clean it up and post it and I'll help.
---------------- Now playing: The Decemberists - California One/Youth and Beauty Brigade http://foxytunes.com/artist/the+decemberists/track/california+one+youth+and+beauty+brigade On 11/5/07, Matt Westfall <[EMAIL PROTECTED]> wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I wish someone would please help me with this relatively simple task. I > bought the RT Essentials book, and the only example it has is creating a > new ticket off of a straight Resolve with no conditions. > > Can someone please help me with this!?!?! > > > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. > > I have two Custom Fields > > 1: Billable > It's a select one field with values of: > Yes > No > Covered > Gratis > > 2: Followup > It's a select one field with values of: > Yes > No > > I have the two corresponding scrips written: > > 1: Invoice > > Condition: User Defined > Action: Create Tickets > Template: Generate-Invoice > > Custom Condition: > return 0 unless $trans->Type eq "Resolve"; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Yes/i); > return 1; > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Gratis/i); > return 1; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Covered/i); > return 1; > > 2: > > Condition: User Defined: > Action: Create Tickets: > Template: generate-followup > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > =~ /Yes/i); > return 1; > > > I have two corresponding templates created: > > 1: > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > 2: > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > I then created a test ticket with Billable set to Yes and Followup to > Yes, and neither ticket spawned!!! > > Help please!!! > > Thanks in advance, > Matt Westfall > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHL2Fsb/8X6V5MpAURAvChAJ9qYhZYLRtY1dHQoXqNq48EXELcvACg5Wr6 > rcHlWbl+i866n4Q3bimJE20= > =ZK86 > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
