[rt-users] Question about On Queue Change Scrip Condition
Hi, We're running RT 3.8.8 and we need to fire a scrip when a ticket is transferred away from a queue (to any possible destination). The condition built into RT On queue change only seems to fire when a ticket is transferred in but not when a ticket is transferred out. I've tried various possible workarounds in custom conditions and even changing the stage of the transaction but to no avail. Does anyone have a clue as to what kind of condition I could use to trigger my scrip when a ticket is transferred out ? These possible conditions do not work: my $transaction = $self-TransactionObj; return($transaction-Type = Set $transaction-Field = Queue $transaction-OldValue eq queuename); return($transaction-Type = Set $transaction-Field = Queue $transaction-NewValue ne queuename); Thanks, - David RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Question about On Queue Change Scrip Condition
You need to have a global scrip that check for a queue change and if the previous queue was the queue that you want to track or react to exits. Cheers, Ken On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote: Hi, We're running RT 3.8.8 and we need to fire a scrip when a ticket is transferred away from a queue (to any possible destination). The condition built into RT On queue change only seems to fire when a ticket is transferred in but not when a ticket is transferred out. I've tried various possible workarounds in custom conditions and even changing the stage of the transaction but to no avail. Does anyone have a clue as to what kind of condition I could use to trigger my scrip when a ticket is transferred out ? These possible conditions do not work: my $transaction = $self-TransactionObj; return($transaction-Type = Set $transaction-Field = Queue $transaction-OldValue eq queuename); return($transaction-Type = Set $transaction-Field = Queue $transaction-NewValue ne queuename); Thanks, - David RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Question about On Queue Change Scrip Condition
This is so weird.. would it be a bug ? Because the code certainly doesn't behave the way I would expect. I've tried several things as a global scrip as Kenneth recommended: Condition: User Defined Action: User Defined Template: Blank Custom Condition: my $Transaction = $self-TransactionObj; # Attempt #1 return($transaction-Type = Set $transaction-Field = Queue $transaction-OldValue eq queuename); This will return true only if the ticket is transferred TO queuename, it will not trigger if it is transferred away from queuename # Attempt #2 return($transaction-Type = Set $transaction-Field = Queue $transaction-NewValue eq queuename); Same result as attempt #1 (How can this be?) I've done other attempts but still in vain. This should really be trivial as I'm used to toying with RT conditions and actions but I somehow can't figure this one out. On 10-09-20 1:27 PM, Kenneth Marshall wrote: Hi David, If there is not an alternative in the wiki, it probably does not exist. (yet) At a first glance, I do not know how you would do it without triggering on every queue change, whether the functionality were built-in or not. In any case, the queue change action should be much less frequent than many other actions so the impact should not be too bad. YMMV Regards, Ken On 10-09-20 1:21 PM, Kenneth Marshall wrote: You need to have a global scrip that check for a queue change and if the previous queue was the queue that you want to track or react to exits. Cheers, Ken On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote: Hi, We're running RT 3.8.8 and we need to fire a scrip when a ticket is transferred away from a queue (to any possible destination). The condition built into RT On queue change only seems to fire when a ticket is transferred in but not when a ticket is transferred out. I've tried various possible workarounds in custom conditions and even changing the stage of the transaction but to no avail. Does anyone have a clue as to what kind of condition I could use to trigger my scrip when a ticket is transferred out ? These possible conditions do not work: my $transaction = $self-TransactionObj; return($transaction-Type = Set $transaction-Field = Queue $transaction-OldValue eq queuename); return($transaction-Type = Set $transaction-Field = Queue $transaction-NewValue ne queuename); Thanks, - David RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Question about On Queue Change Scrip Condition
David, Maybe it's just the way the typing looks, but it looks like you defined my $Transaction with a capitol T, but when you specify it in the code, it has a lowercase t. This might cause a problem. What did you see in your log file? Kenn LBNL On Mon, Sep 20, 2010 at 12:53 PM, David Moreau Simard foora...@gmail.comwrote: This is so weird.. would it be a bug ? Because the code certainly doesn't behave the way I would expect. I've tried several things as a global scrip as Kenneth recommended: Condition: User Defined Action: User Defined Template: Blank Custom Condition: my $Transaction = $self-TransactionObj; # Attempt #1 return($transaction-Type = Set $transaction-Field = Queue $transaction-OldValue eq queuename); This will return true only if the ticket is transferred TO queuename, it will not trigger if it is transferred away from queuename # Attempt #2 return($transaction-Type = Set $transaction-Field = Queue $transaction-NewValue eq queuename); Same result as attempt #1 (How can this be?) I've done other attempts but still in vain. This should really be trivial as I'm used to toying with RT conditions and actions but I somehow can't figure this one out. On 10-09-20 1:27 PM, Kenneth Marshall wrote: Hi David, If there is not an alternative in the wiki, it probably does not exist. (yet) At a first glance, I do not know how you would do it without triggering on every queue change, whether the functionality were built-in or not. In any case, the queue change action should be much less frequent than many other actions so the impact should not be too bad. YMMV Regards, Ken On 10-09-20 1:21 PM, Kenneth Marshall wrote: You need to have a global scrip that check for a queue change and if the previous queue was the queue that you want to track or react to exits. Cheers, Ken On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote: Hi, We're running RT 3.8.8 and we need to fire a scrip when a ticket is transferred away from a queue (to any possible destination). The condition built into RT On queue change only seems to fire when a ticket is transferred in but not when a ticket is transferred out. I've tried various possible workarounds in custom conditions and even changing the stage of the transaction but to no avail. Does anyone have a clue as to what kind of condition I could use to trigger my scrip when a ticket is transferred out ? These possible conditions do not work: my $transaction = $self-TransactionObj; return($transaction-Type = Set $transaction-Field = Queue $transaction-OldValue eq queuename); return($transaction-Type = Set $transaction-Field = Queue $transaction-NewValue ne queuename); Thanks, - David RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
