On Tue, Jan 17, 2012 at 06:33:07PM +0000, Todd French wrote: > In the current setup all privileged users have the ability to own tickets in > all queues, but even if the ticket is owned prior to the queue change > transaction, it's still firing off the email, when it's only supposed to if > not owned.
Add in RT->Logger->error("Type ".$self->TransactionObj->Type); and
similar lines for each value and find out what the current values
actually are.
-kevin
> -----Original Message-----
> From: [email protected] [mailto:[email protected]] On Behalf Of
> Ruslan Zakirov
> Sent: Tuesday, January 17, 2012 12:17 PM
> To: Todd French
> Cc: [email protected]
> Subject: Re: [rt-users] Queue Notification Scrip question
>
> On Tue, Jan 17, 2012 at 21:55, Todd French <[email protected]> wrote:
> > Ruslan,
> >
> > Yes, as follows:
> > Description: On Queue Change, Notify AdminCC if not owned
> > Condition: User Defined
> > Action: Notify AdminCcs
> > Template: Global Template: Queue Notification
> > Stage: TransactionCreate
> >
> > Custom Condition:
> > return 0 unless $self->TransactionObj->Type eq "Set";
> > return 0 unless $self->TransactionObj->Field eq "Queue";
> > return 1 unless $self->TicketObj->Owner != $RT::Nobody->id;
> >
> > With this current code, it sends out a notification regardless of whether
> > the ticket was owned or not when it changes queue. I'm starting to wonder
> > if this isn't because the ticket is being untaken or assigned at the same
> > time that it changes queue (usually).
>
> Owner is changed to nobody if the current owner has now rights to own
> tickets in new queue.
>
> >
> >
> > Todd French | Information Technology
> > Help Desk Administrator
> >
> > THE PRIVATEBANK
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> > Chicago, Illinois 60602
> > Help Desk: (312).564.1146
> > p: (312).564.6968
> >
> >
> > -----Original Message-----
> > From: [email protected] [mailto:[email protected]] On Behalf
> > Of Ruslan Zakirov
> > Sent: Saturday, January 14, 2012 2:41 PM
> > To: Todd French
> > Cc: [email protected]
> > Subject: Re: [rt-users] Queue Notification Scrip question
> >
> > On Fri, Jan 13, 2012 at 23:39, Todd French <[email protected]>
> > wrote:
> >> Ruslan,
> >>
> >> This reply is really late, but I've finally been slotted the time to work
> >> on this again. I'm trying to do as you say with the following Custom
> >> Condition:
> >>
> >> return 0 unless $self->TransactionObj->Type eq "Set";
> >> return 0 unless $self->TransactionObj->Field eq "Queue";
> >> return 1 unless $self->TicketObj->Owner != $RT::Nobody->id;
> >>
> >> But it is not working properly. It does send an email on queue change,
> >> but it does it regardless if the owner is set to "nobody in particular" or
> >> assigned to a user. I assume I am missing something here.
> >>
> >
> > Have you selected 'User Defined' condition? Otherwise code looks good.
> >
> >>
> >>
> >> -----Original Message-----
> >> From: [email protected] [mailto:[email protected]] On Behalf
> >> Of Ruslan Zakirov
> >> Sent: Thursday, December 08, 2011 5:55 AM
> >> To: Todd French
> >> Cc: [email protected]
> >> Subject: Re: [rt-users] Queue Notification Scrip question
> >>
> >> On Mon, Nov 21, 2011 at 11:54 PM, Todd French
> >> <[email protected]> wrote:
> >>> I’m trying to tidy up the notifications our users get on RT, currently we
> >>> have in place a scrip that On Queue Change, Notify Admin CC’s. What I’d
> >>> like to do is tweak this so that it only sends the notification for
> >>> tickets
> >>> that change when the owner is nobody, as we also have set a notification
> >>> when the owner changes. This way we’re only broadcasting to all AdminCC’s
> >>> when there’s something to go take ownership of, not something that is
> >>> already owned.
> >>>
> >>>
> >>>
> >>> I’ve tried using a custom condition such as:
> >>>
> >>> return 1 unless $self->TicketObj->Owner != $RT::Nobody->id;
> >>>
> >>> but I was unsure on how to replicate the usual Notify AdminCC’s action.
> >>
> >> You don't need to replicate Notify action. You need custom condition
> >> and replicate On Queue Change condition what is really simple.
> >>
> >> --
> >> Best regards, Ruslan.
> >>
> >> ________________________________
> >>
> >> The information transmitted is intended only for the person or entity to
> >> which it is addressed and may contain confidential and privileged
> >> material. Unauthorized review, use, disclosure, or distribution is
> >> prohibited. If you receive this material/information in error, please
> >> contact the sender and destroy the material/information.
> >>
> >> Email is not a secure form of communication and should not be used to
> >> transmit personal or confidential information such as account numbers,
> >> balance information, or wire transfer requests. The PrivateBank is not
> >> responsible for the security of sensitive information received by email.
> >
> >
> >
> > --
> > Best regards, Ruslan.
> >
> > ________________________________
> >
> > The information transmitted is intended only for the person or entity to
> > which it is addressed and may contain confidential and privileged material.
> > Unauthorized review, use, disclosure, or distribution is prohibited. If you
> > receive this material/information in error, please contact the sender and
> > destroy the material/information.
> >
> > Email is not a secure form of communication and should not be used to
> > transmit personal or confidential information such as account numbers,
> > balance information, or wire transfer requests. The PrivateBank is not
> > responsible for the security of sensitive information received by email.
>
>
>
> --
> Best regards, Ruslan.
>
> ________________________________
>
> The information transmitted is intended only for the person or entity to
> which it is addressed and may contain confidential and privileged material.
> Unauthorized review, use, disclosure, or distribution is prohibited. If you
> receive this material/information in error, please contact the sender and
> destroy the material/information.
>
> Email is not a secure form of communication and should not be used to
> transmit personal or confidential information such as account numbers,
> balance information, or wire transfer requests. The PrivateBank is not
> responsible for the security of sensitive information received by email.
> --------
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> * Boston March 5 & 6, 2012
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