We would like to implement a form of Resolve that allows the actor to choose if they want to send a Resolve notification or not. We are running Version RT 3.8.4.
We are attempting to implement the following: http://wiki.bestpractical.com/view/MuteResolve I created the custom field and added the following to my On Resolve Notify Requestors scrip for troubleshooting purposes: my $AllTicketTransactions = $self->TicketObj->Transactions; while (my $ATransaction= $AllTicketTransactions->Next) { my $ATransactionID = $ATransaction->Id; my $ATransactionCustomFields = $ATransaction->CustomFields; while (my $ACustomField = $ATransactionCustomFields->Next()) { my $ACustomFieldName = $ACustomField->Name; my $ACustomFieldValue = $ATransaction->FirstCustomFieldValue($ACustomFieldName); $RT::Logger->info( "> Scrip #10 - Transaction $ATransactionID \n" ); $RT::Logger->info( "> CFName $ACustomFieldName \n" ); $RT::Logger->info( "> CFValue $ACustomFieldValue \n" ); } } We implemented this with ResolveQuiet being the custom field. A section of the log output can be found here: [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51907 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51908 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51909 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51910 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) >From this, it looks like the transactional custom field never actually gets set. I saw the following on the list: http://www.gossamer-threads.com/lists/rt/users/57445?search_string=trans action%20custom%20fields;#57445 My questions are: Am I doing something wrong when I try to obtain the value of the transaction custom field or are their still issues with transaction custom fields? Is there a better way to implement a method for Resolve Quiet? Is there a better way around this then just changing the transaction custom field to a ticket custom field? Is the patch listed above for transaction custom fields still valid? Is there a better patch? Any advice? Jennifer Koermer Assistant Director of Information Technology ________________________________ PRG Production Resource Group 7777 West Side Avenue, North Bergen, NJ 07047 201-758-4349 phone 201-868-7195 fax 201-232-7691 cell [email protected] <mailto:[email protected]> www.prg.com <http://www.prg.com/>
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