Hi.
In our RT setup, a user chooses a value from a drop down list (a custom field
called ‘application’) to indicate what software they want help with when they
submit a new ticket.
I set up a scrip that checks the value of that custom field and moves the
ticket into the appropriate queue (based on which application they need help
with).
Instead of hard coding a mapping of each application value to a queue name, I’d
like to put the name of the queue into the custom field description.
For example, the custom fields might look like this:
Sort Name Description Category
0 Microsoft Word helpdesk
0 Microsoft Excel helpdesk
0 SharePoint developers
0 PeopleSoft hr
If the user selected “SharePoint” as the application they wanted help with, the
scrip would read the description field and see that it should move the ticket
into the “developers” queue.
I’ve got everything working great with static mapping, I just can’t figure out
a way to retrieve that Description within a scrip.
Has anyone done this before?
Thanks!
Brent
Yes, we do something very similar. If that CF is a single-select, then this
code snip will do what you want. Unfortunately, mine is a multi-select and I
can’t figure out how to iterate through all the values. I’ve posted the
question with no response… This still works, but only uses the first value.
Anyways:
my $ticket = $self->TicketObj;
my $cfINT = 9;
my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
$value_obj->LoadByCols(CustomField => $cfINT, Name =>
$ticket->FirstCustomFieldValue($cfINT));
my $descval = $value_obj->Description;
if ($descval eq 'sharepoint') {
… do your code bits here
} elsif ($descval eq '…’
… you get the idea
