This is so weird.. would it be a bug ? Because the code certainly
doesn't behave the way I would expect.
I've tried several things as a global scrip as Kenneth recommended:
Condition: User Defined
Action: User Defined
Template: Blank
Custom Condition:
my $Transaction = $self->TransactionObj;
# Attempt #1
return($transaction->Type = "Set" && $transaction->Field = "Queue" &&
$transaction->OldValue eq "queuename");
>> This will return true only if the ticket is transferred TO
queuename, it will not trigger if it is transferred away from queuename
# Attempt #2
return($transaction->Type = "Set" && $transaction->Field = "Queue" &&
$transaction->NewValue eq "queuename");
>> Same result as attempt #1 (How can this be?)
I've done other attempts but still in vain.
This should really be trivial as I'm used to toying with RT conditions
and actions but I somehow can't figure this one out.
On 10-09-20 1:27 PM, Kenneth Marshall wrote:
Hi David,
If there is not an alternative in the wiki, it probably does not
exist. (yet) At a first glance, I do not know how you would do
it without triggering on every queue change, whether the functionality
were built-in or not. In any case, the queue change action should be
much less frequent than many other actions so the impact should not
be too bad. YMMV
Regards,
Ken
On 10-09-20 1:21 PM, Kenneth Marshall wrote:
You need to have a global scrip that check for a queue change
and if the previous queue was the queue that you want to track
or react to exits.
Cheers,
Ken
On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
Hi,
We're running RT 3.8.8 and we need to fire a scrip when a ticket is
transferred away from a queue (to any possible destination).
The condition built into RT "On queue change" only seems to fire when a
ticket is transferred in but not when a ticket is transferred out.
I've tried various possible workarounds in custom conditions and even
changing the stage of the transaction but to no avail.
Does anyone have a clue as to what kind of condition I could use to trigger
my scrip when a ticket is transferred out ?
These possible conditions do not work:
my $transaction = $self->TransactionObj;
return($transaction->Type = "Set"&& $transaction->Field = "Queue"&&
$transaction->OldValue eq "queuename");
return($transaction->Type = "Set"&& $transaction->Field = "Queue"&&
$transaction->NewValue ne "queuename");
Thanks,
- David
RT Training in Washington DC, USA on Oct 25& 26 2010
Last one this year -- Learn how to get the most out of RT!
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
