This is all I could think to come up with:
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq
"Queue") {
if ($self->TransactionObj->NewValue eq "TechOps" && $self->TicketObj->Owner !=
10) {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
}
But that seems a bit excessive since the condition is already telling it to
check that the queue is changing. If I eliminate the first if condition and
leave just the condition checking the new value will it work since it already
knows what the initial condition is?
Keep up with me and what I'm up to: http://theillien.blogspot.com
Todd Chapman wrote:
> Matt,
>
> You can either use a custom condition or use a conditional in your cleanup
> code.
>
> -Todd
>
> On 11/26/07, Mathew Snyder <[EMAIL PROTECTED]> wrote:
>> I have a global scrip which applies to all of our queues. It basically
>> forces
>> the status of a ticket to 'new' when it is moved to a different queue. For
>> the
>> most part this works well. However, I have a group which has "ownership" of
>> two
>> queues. One is our triage queue and the other is a queue for operational
>> support.
>>
>> Sometimes, a person will take ownership of a ticket prior to moving it from
>> triage. If this happens, it makes setting the status back to new moot since
>> the
>> original owner will likely retain ownership and continue working on the
>> ticket.
>>
>> With that in mind I'm trying to devise a condition which will check if the
>> new
>> queue is the ops support queue and if the current owner is a: not Nobody and
>> b:
>> has the right to own a ticket in the ops support queue. Currently, the
>> condition for this scrip is 'On Queue Change'. In order to enact these other
>> conditions, will I have to use a custom condition and incorporate the
>> functionality of 'On Queue Change' or can I add the conditions to the Custom
>> action preparation code field and use it as an additional check?
>>
>> Or, can I simply use an 'unless' conditional in the Custom action cleanup
>> code
>> field?
>>
>> --
>> Keep up with me and what I'm up to: http://theillien.blogspot.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
>>
>
_______________________________________________
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
