This comment seems to refer to a ticket when it's being created, rather than when correspondence is being added to it later. I don't think it's relevant in your case.
On 3 August 2014 11:33, Foggi, Nicola <[email protected]> wrote: > > I'm thinking this comment in Ticket.pm might be related to what I'm seeing: > > # Deal with setting up links > > # TODO: Adding link may fire scrips on other end and those scrips > # could create transactions on this ticket before 'Create' transaction. > # > # We should implement different lifecycle: record 'Create' transaction, > # create links and only then fire create transaction's scrips. > # > # Ideal variant: add all links without firing scrips, record create > # transaction and only then fire scrips on the other ends of links. > # > # //RUZ > > Looks like that comment still exists in the 4.2 code? Any ideas on a > workaround if this is indeed what I'm running into? > > Nicola > > ________________________________________ > From: Foggi, Nicola > Sent: Saturday, August 02, 2014 7:45 PM > To: [email protected] > Subject: Custom Condition To Send Email on Resolve if No Article Sent as > Part of Resolve > > Version : RT-4.0.19 > > Hey All, > > Running into a slight problem with a new queue I'm attempting to roll out > a new queue that uses some "pre-canned" template responses using Articles > from the integrated RTFM system in 4.0.19 now. I've changed the lifecycle > to make the open -> resolve a default RESPOND vs COMMENT and that's > working. However, I want to send a default template response if the admin > forgets to choose an article to respond with. I came up with the following > code below for the custom codition. I'm detecting if the ticket has a > ReferTo set and then if it doesn't return code 1 to that the scrip executes > which sends the template, otherwise, sets it to 0 so it skips the scrip. > > The problem I'm running into is it appears the run the scrip prior to > linking the article to ticket, so it always thinks the admin hasn't > attached an article when they actually have. Is there anything I can do to > execute the scrip post process of attaching the article (I tried setting it > to Transaction Batch). > > Any ideas would be greatly appreciated. > > Thanks > > Nicola > > [custom condition below] > > my $RefersToTickets = $self->TicketObj->RefersTo; > my $FirstRefersToTicketLink = $RefersToTickets->Next; > > my $returncode = 0; > > my $txn = $self->TransactionObj;# > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > if ($txn->NewValue eq "resolved") { > > eval {$FirstRefersToTicketLink->TargetURI->URI}; > my $results = $@; > $RT::Logger->info('219 - ' . $results); > if ($results =~ qr{^Can't call method}) { > $RT::Logger->info('UNDEFINED'); > $returncode = 1; > } else { > $returncode = 0; > }; > > }; > > $RT::Logger->info('Return Code: ' . $returncode); > return $returncode; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training >
-- RT Training - Boston, September 9-10 http://bestpractical.com/training
