David, I could be wrong, but I think it is a matter of timing. My experience with trying to stop a transaction in RT is that you're always a little late in the process. Once RT has recorded that a ticket *has* changed Queues, I believe it is already too late. You can change it back, but you can't stop it. My advice would be to check the transaction for a Queue change *FROM*the Queue you don't want to change from and just change it back. We had a situation where someone was sending emails to a group when they didn't know where to send it. We wrote a scrip for that Queue that looked at the *from* email address and just sent the ticket to the correct Queue. Sorry I can't be of more help.
Kenn On Tue, Sep 21, 2010 at 8:05 AM, David Moreau Simard <[email protected]>wrote: > I had to re-type part of the code to post it to the mailing list and the > $Transaction / $transaction came from there, it is actually fine in the > custom condition: > > my $Transaction = $self->TransactionObj; > > return($Transaction->Type eq "Set" && $Transaction->Field eq "Queue" && > $Transaction->OldValue eq "queuename"); > > It could had been a nice find though.. > > My error logs do not show anything relevant, no compilation errors or > anything. > > > > David, > > > > Maybe it's just the way the typing looks, but it looks like you defined > my > > $Transaction with a capitol "T", but when you specify it in the code, it > has > > a lowercase "t". This might cause a problem. What did you see in your log > > file? > > > > Kenn > > LBNL > > 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!
