Hi Evan;
I think Gene answered 1;
For 2 I have something similar, but what I do on failure is to submit a
comment to the ticket with an explanation why the queue move have failed.
As far as I know the text in the Results section @results is
generated/built while processing the actions , and cannot be injected into.
Regards;
Roy
Lucchesi Leon, Evan wrote:
Hi all, two questions that I haven't been able to find answers to
after a few hours of searching and reading through code:
(For reference I use RT 3.8.4 right now)
1) I'd like to set up a scrip that will correspond with a template
when someone replies to a ticket that has been resolved. I have tried
a number of different things to try and only send the reply to the
person who sent the correspondence, but I gave up and decided I'd be
happy if it would just autoreply to all requestors and CCs with my
template when someone replies to it and it's resolved. So the most
recent scrip I have tried is the simplest, and doesn't seem to do
anything. Can anyone tell me what I'm doing wrong?
Condition: User Defined
Action: Autoreply to Requestors and Ccs
Template: Global template: Autoreply to Resolved
Stage: TransactionCreate
Custom Condition:
return 0 unless ($self->TransactionObj->Type eq "Correspond" &&
$self->TicketObj->Status eq "Resolved");
return 1;
2) We have a number of custom scrips in our RT installation, many of
which perform transactions themselves - for example, when a ticket's
queue is changed from A to B, make sure X and Y custom fields are set,
if they aren't, put the ticket back in A. The actual line to move the
ticket back is
my ($retcode, $msg) = $self->TicketObj->SetQueue($original_queue);
The problem is, when you go to actually move the ticket to B, and it
gets moved back to A by the scrip, the "Results" section at the top of
the page only displays that it moved the ticket from A to B, and
without looking at the queue you'd have no idea that it was
automatically moved back for you.
So is it possible to either
- Rewrite my line of code above to record the standard "Ticket moved
from A to B" message in the Results section, or
- (preferred) Inject arbitrary text in to this Results box so I can
add my own explanation to the user as to what happened and why?
Thanks for your time, let me know if I can provide any more
information on any of this.
Evan
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