On Wed, Feb 06, 2013 at 09:26:23AM -0500, Kevin Comer wrote: > > Our Process: > 1. Parent Ticket created, & Custom Fields Selected -> > 2. scrip Creates multiple Approval tickets with Specific Subjects -> > 3. When All Approvals are completed, Parent ticket is set to open via > script -> > 4. on Status change to Open of Parent ticket, -> a new Implementation > ticket is created to a Queue based on Custom Field from Parent Ticket. > 5. New Implementation ticket is then ready to be worked and Resolved. > 6. Once All tickets are Resolved the Parent ticket can be Resolved > 7. TBD (On Completion create a new Review ticket/s for Finial Approval) > > The solution to open based on Subject would fire when a ticket with a > Specific Subject line was resolved. > > In our case this is an approval process and there will be several > approvals, such as Manager, Security, Change Coordinator etc. > If the scrip sets the parent ticket to open based on Subject, our > process would be to resolve the Change Coordinator ticket last. The > other Approval tickets could be approved anytime before the Change > Coordinator. Once all approvals are completed the Implementation ticket > is then ready to be worked.
Have you considered using RT's approvals? http://bestpractical.com/rt/docs/latest/customizing/approvals.html rather than building from scratch -kevin > On 02/06/2013 03:53 AM, Christian Loos wrote: > >Hi Kevin, > > > >this scrip open the parent ticket if all dependent are closed: > > > >my $deps = $self->TicketObj->DependedOnBy; > >while( my $link = $deps->Next ) { > > next unless $link->BaseURI->IsLocal; > > my $dep = $link->BaseObj; > > next if $dep->QueueObj->IsInactiveStatus($dep->Status); > > $dep->SetStatus('open') unless $dep->HasUnresolvedDependencies; > >} > >return 1; > > > >Note that you have to change your scrip condition to "On Close". > > > >I don't understand the part with the ticket subject. Maybe you can > >figure it out by yourself with my suggestion or you can explain it a > >little bit more what you want to do. > > > >Chris > > > >Am 05.02.2013 17:03, schrieb Kevin Comer: > >>Hello, > >> > >>I am new to Perl and RT Scrips, and I need to set up a scrip that will > >>change the parent ticket from new to open when all dependent tickets > >>have been resolved, or have it perform only on the Subject of one > >>Specific Ticket. > >> > >>I found this script below and it works on the first ticket resolved. How > >>can I modify this scrip to either wait till all dependents are resolved > >>or resolved on a specific subject? > >> > >>I have tried this to get it to work on the subject, but to no > >>avail. next unless( $l->BaseObj->Subject eq > >>'Change-Coordinator-Approval'); > >> > >>How can I find or figure out what objects are available for the > >>different sections of a ticket? etc. > >> > >>Condition: On Status Change > >> Action: User Defined > >> Template: Global Template Blank > >> > >>Customer action: return 1; > >>Custom action cleanup code: > >> return 1 if ($self->TransactionObj->NewValue !~ > >>/^(?:resolved|deleted|rejected)$/); > >> my $DepOnBy = $self->TicketObj->DependedOnBy; > >> while( my $l = $DepOnBy->Next ) { > >> next unless( $l->BaseURI->IsLocal ); > >> next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ ); > >> > >> # here you can add any action > >> # see also example below > >> $l->BaseObj->SetStatus('open'); > >> } > >> $DepOnBy = undef; > >> return 1; > >> > >>Any thoughts or ideas? > >> > >>Thanks in advance > >> > >>The information transmitted in this email is intended only for the > >>person or entity to which it is addressed and may contain confidential > >>and/or privileged material. Any review, retransmission, dissemination > >>or other use of, or taking of any action in reliance upon this > >>information by persons or entities other than the intended recipient is > >>prohibited. If you received this email in error, please contact the > >>sender and delete the email from your computer. > >> > >> > > > The information transmitted in this email is intended only for the person or > entity to which it is addressed and may contain confidential and/or > privileged material. Any review, retransmission, dissemination or other use > of, or taking of any action in reliance upon this information by persons or > entities other than the intended recipient is prohibited. If you received > this email in error, please contact the sender and delete the email from your > computer. > > > -- > Help improve RT by taking our user survey: > https://www.surveymonkey.com/s/N23JW9T
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