I've written a scrip to do not only that, but to change the SLA whenever the
Priority is changed, based off what the priority is changed to, however it
doesn't seem to work. Here's the code - I'm fairly new to perl, so I may have
missed something in the code:
my $ticketPriority = $self->TicketObj->Priority;
if($ticketPriority == 0) {
my $SLA = '24';
}
elsif($ticketPriority == 25) {
my $SLA = '8';
}
elsif($ticketPriority == 50) {
my $SLA = '4';
}
elsif($ticketPriority == 75) {
my $SLA = '1';
}
else {
my $SLA = 'Critical';
}
my $CFName = 'SLA';
my $CF = RT::CustomField->new( $RT::SystemUser ); $CF->LoadByNameAndQueue( Name
=> $CFName, Queue => $Ticket->Queue ); unless( $CF->id ) {
$CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' ); }
unless( $CF->id ) {
$RT::Logger->error( "No field $CFName in queue ". $Ticket->QueueObj->Name );
return undef;
}
$Ticket->AddCustomFieldValue ( Field => $CF, Value => $SLA );
Any suggestions or problems you see?
Thanks!
David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
