Any feedback on this please?
Thanks,
Behzad
On Aug 25, 2011, at 1:48 PM, Behzad Mahini wrote:
> Hi,
>
> RT 3.6.7
> OS: Linux
>
>
> Purpose:
>
> Using a Scrip, I am trying to set/assign Custom Fields (from a list of
> pre-defined Custom Fields in Queue-A) to tickets being sent to Queue-A.
>
> My code below (Scrip) simply parses the Subject line of incoming
> tickets, and "should" attempt to create (& update) an incoming Ticket based
> on what shows up in the Subject line.
>
> Problem:
>
> Tickets do get created as I send my emails to RT, yet they do not get
> set with the Custom Field (from a pre-defined set of custom fields), and
> Custom Field stays as "no value"
>
> A) my Scrip parameters (using the web interface)
> ======================================
> Scrip Description: OnCreateAddCF
> Condition: On Correspond
> Action: User Defined
> Template: Correspondence-XYZ
> Stage: TransactionCreate
>
>
> Custom condition:
> Custom action preparation code:
>
> my %cf_hash = (
> "some-text1" => 1,
> "some-text2" => 1,
> "some-text3" => 1,
> );
>
> my $cf_key;
>
>
> #Current Subject & 'Queue Name'
> my $t_subject = $self->TicketObj->Subject;
> my $queue = $self->TicketObj->QueueObj->Name; #Not
> being used, as my Scrip is Queue-specific (being applied to Queue-A)
>
> #Custom Field Name to be Set
> my $cf = RT::CustomField->new(RT->SystemUser);
>
> #Set Ticket's CustomField, based on Subject line!
> foreach $cf_key (keys %cf_hash)
> if ( $t_subject =~ /$cf_key/i ) {
> $cf->LoadByName(Name => $cf_key;
> }
> }
>
> 1;
>
> Custom action cleanup code:
>
>
> B) My Tickets are sent via email to [email protected]
> ===========================================
>
> Subject line of email to [email protected]: Testing -- some-text2
>
>
> NOTES:
>
> 1) Using the Web interface, when I try to "Reply" to the tickets that get
> created, my Scrip does not even show up as one of the Scrips that is being
> evaluated. Yet, other Scrips that I have personally created do show up as
> Scrips that will get triggered (shown below).
>
> 2) My User Status:
> -I am an end-user of RT, without any admin privileges on the RT system
> -I have the proper ACL to write, show, etc.....for Queue-A
> -I can successfully create tickets in Queue-A (both through email & web
> interface)
> -I can successfully create Scrips that will get triggered, based on
> Scrip "Action" being anything other than "User Defined" (i.e., "AutoReply To
> Requestors")
> -I don't have access to RT::Logger (based on our shop setup)
>
>
> <PastedGraphic-2.pdf>
>
>
>
> Thanks,
> Behzad
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA ˜ September 26 & 27, 2011
> * San Francisco, CA, USA ˜ October 18 & 19, 2011
> * Washington DC, USA ˜ October 31 & November 1, 2011
> * Melbourne VIC, Australia ˜ November 28 & 29, 2011
> * Barcelona, Spain ˜ November 28 & 29, 2011
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
