Hi everyone,

I have an issue which i can't get resolved without further help by anyone more experienced RT user/admin.

I want to have a special trigger which can be activated during the resolving stage on a ticket in order to decide whether an appropriate message will be sent to the ticket requester or not. Feedback mails to requester are generally deactivated. The idea is that RT users then can resolve tickets as normal but if they want that a feedback mail shall be send they can set the transaction CF to 'yes' and do so explicitly.

For this, I've crated a transaction custom field 'feedback', enabled it for my queue, with selectable values 'yes' and 'no'. I've then created a batch scrip (from what I've learned it must be batch if transaction CFs shall be parsed) which checks for two conditions: 1) ticket was resolved and 2) transaction CF 'feedback' is set to 'yes'. The first part works perfectly fine, but i don't get the second part working. I've tried dozens of different ways two access transactions CFs, but it just wont work.

So here are some methods which i tried unsuccessfully so far:

return 0 unless $self->TicketObj->FirstCustomFieldValue('feedback') eq 'yes'; # only on ticket CFs?
my $cfs=$txn->CustomFieldValues;
my $cf = $cfs->LimitToCustomField('feedback');
my $response = $cf->Next;
return 0 unless $response->Content eq 'yes';
my $cfvs=$txn->CustomFieldValues;
my $feedback = 0;
while (my $cfv = $cfvs->Next)
 my $cfObj = $cfv->CustomFieldObj;
 my $cf_name = $cfObj->Name;
 my $cfv_name = $cfv->Name;
 if ($cf_name eq 'feedback' && $cfv_name eq 'yes') {
    $feedback = 1;
return 0 if $feedback == 0;

So my question is: how do i access the transaction CF of my last transaction (i.e. a resolve transaction = comment + status change to resolve) in a scrip condition?

I found the documentation on this specific topic (transaction CFs, not tiecket CFs) quite incomplete and hope some of you will be able to help me.

Many thank sin advance!

- Sebastian

Sebastian J√ľnemann
CeBiTec - Center for Biotechnology
Bielefeld University, D-33594 Bielefeld, Germany
Office: V6-147 -- Phone: +49-(0)521-106-4827    
eMail: juene...@cebitec.uni-bielefeld.de
RT 4.4 and RTIR Training Sessions 
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Reply via email to