Re: [rt-users] Script Codes
Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by does not allow me to use owner change as it was intended What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 06 August 2010 01:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script Codes Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
Roy, We are using currently using 3.8.7. Due to our workflow we combine the creation and assignment. sending the customer one email informing the customer of the ticket creation and who is working the issue. However, by using the change owner as trigger, We can no longer use the change owner script in the event of an escalation, or other change owner event, because that script is now attached to the creation-assignment template. By creating a nobody to somebody owner script and attaching that to the creation-assignment template. It would leave the owner change script free for a true owner change/escalation event Hope that makes a little more sense. Thanks, David System Admin RNS On 8/6/2010 3:47 AM, Raed El-Hames wrote: Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by does not allow me to use owner change as it was intended What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 06 August 2010 01:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script Codes Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
I think I understand;
You can create a custom scrip with
Condition: User Defined
Custom condition:
if ($self-TransactionObj-Field eq 'Owner' and $self-TransactionObj-OldValue
== 10) {
return 1;
}
return undef;
10 : is the default Users.id value for the nobody user.
Good luck;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 16:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Script Codes
Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use
the
change owner script in the event of an escalation, or other change
owner
event, because that script is now attached to the creation-assignment
template. By creating a nobody to somebody owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be
able to change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by
does not allow me to use owner change as it was intended
What does n't not do ??
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the Real Name of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from nobody to somebody
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
This script is not working any other ideas. I got the template itself
fixed by Changing the 'Name field to 'RealName' but I cannot get RT to
send it when owner changes from Nobody to on of my support staff. I get
the object of the script, when the onwer value changes and old value was
'10' (Nobody) return a value of 1. Perhaps something is missing from the
script?
Thanks,
David
System Admin
RNS
On 8/6/2010 9:41 AM, Raed El-Hames wrote:
I think I understand;
You can create a custom scrip with
Condition: User Defined
Custom condition:
if ($self-TransactionObj-Field eq 'Owner' and $self-TransactionObj-OldValue
== 10) {
return 1;
}
return undef;
10 : is the default Users.id value for the nobody user.
Good luck;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 16:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Script Codes
Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use
the
change owner script in the event of an escalation, or other change
owner
event, because that script is now attached to the creation-assignment
template. By creating a nobody to somebody owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be
able to change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by
does not allow me to use owner change as it was intended
What does n't not do ??
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the Real Name of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from nobody to somebody
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
