Re: [rt-users] Scrip Help needed (grabbing Organization)
Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Help needed (grabbing Organization)
Sean, Why go through all that? Why not give each AdminCc of each different queue the right to SeeQueue, ShowTicket, ModifyTicket, CommentOnTicket in the general queue where all the tickets are held originally (maybe create a group named QueueAdmin for that purpose alone) that way they can find tickets they should work on in the general Queue and make a comment and change the queue (and maybe even assign an owner) all at once for any particular ticket so someone in the support-group that works on tickets in the new queue can take it. Either way, the ticket has been moved without the need of scrips or custom fields. BTW, the correct message would be Ticket taken I either don't understand the question or the nned or both. ?? Kenn LBNL Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Help needed (grabbing Organization)
This did it. It was actually that we have a default incoming queue, and certain team members are say, unix, and others are network, so when someone in the network team took at ticket, it would move to the network queue (vs. having their own personal queue) so i am storing the value of the queue (unix, network, etc...) in the Organization field, so I took your snippet below: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); and changed it to: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Organization); Thanks a million -Sean - Original Message From: Gene LeDuc [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 23, 2007 11:18:20 AM Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Help needed (grabbing Organization)
Oh, you've found solution, I hope another reply will make things clearer and help you next day :) On 8/23/07, Sean [EMAIL PROTECTED] wrote: This did it. It was actually that we have a default incoming queue, and certain team members are say, unix, and others are network, so when someone in the network team took at ticket, it would move to the network queue (vs. having their own personal queue) so i am storing the value of the queue (unix, network, etc...) in the Organization field, so I took your snippet below: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); and changed it to: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Organization); Thanks a million -Sean - Original Message From: Gene LeDuc [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 23, 2007 11:18:20 AM Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip Help needed (grabbing Organization)
Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
