Re: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value
Am 24.10.2012 16:15, schrieb Holger Haase:
Hi all,
I searched (Google/wiki/nabble/...) and tried for several hours now. Nothing
worked.
I have to make sure tha a ticket can only be closed if a custom field (or
maybe transaction custom field) has a specific value.
I have more than one queue and this should not happen globaly but in several
queues.
Is there any way to do this?
Thank you so much for your help in advance,
Holger
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
Hi Holger,
You can use a global scrip with an queue filter like this (scrip not
tested):
Condition: On Resolve
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action preparation code:
my @queue_list = qw(Queue1 Queue2);
my $ticket = $self-TicketObj;
my $queue = $ticket-QueueObj;
my $queue_name = $queue-Name;
return 0 unless grep /$queue_name/, @queue_list ;
return 0 if $ticket-FirstCustomFieldValue('YourCfName');
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus('open');
return 1;
Chris
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value
Or you can use html callbacks to dismiss changes before sending them to scrips - just after user click Submit - you can check CF value and in case of error trigger Abort(Error message). This will show notification to client that his changes were discarded. On Wed, Oct 24, 2012 at 4:15 PM, Holger Haase holger.ha...@stepstone.dewrote: Hi all, I searched (Google/wiki/nabble/...) and tried for several hours now. Nothing worked. I have to make sure tha a ticket can only be closed if a custom field (or maybe transaction custom field) has a specific value. I have more than one queue and this should not happen globaly but in several queues. Is there any way to do this? Thank you so much for your help in advance, Holger Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value
Great, this did the trick! Many thanks to Christian Loos!
Best regards,
Holger
-Ursprüngliche Nachricht-
Von: Loos, Christian [mailto:cl...@netcologne.de]
Gesendet: Donnerstag, 25. Oktober 2012 12:01
An: Holger Haase
Cc: rt-users@lists.bestpractical.com
Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not
a specific value
Hi Holger,
your Custom action preparation code must look like this:
my @queue_list = qw(second_level);
my $ticket = $self-TicketObj;
my $queue = $ticket-QueueObj;
my $queue_name = $queue-Name;
return 0 unless grep /$queue_name/, @queue_list ; return 0 if
$ticket-FirstCustomFieldValue('AssetTag');
return 1;
This *must* be an global script. It only runs if the ticket queue is in the
@queue_list array.
Chris
Christian Loos
Network Documentation Fibre Management
_
NETCOLOGNE Gesellschaft für Telekommunikation mbH
Am Coloneum 9 | 50829 Köln
Tel: 0221 -276 | Fax: 0221 -7276 | Mobil: 0177 276
www.netcologne.de
Geschäftsführer:
Dr. Hans Konle (Sprecher)
Dipl.-Ing. Karl-Heinz Zankel
Vorsitzender des Aufsichtsrates:
Dr. Andreas Cerbe
HRB 25580, AG Köln
Diese Nachricht (inklusive aller Anhänge) ist vertraulich. Sollten Sie diese
Nachricht versehentlich erhalten haben, bitten wir, den Absender (durch
Antwort-E-Mail) hiervon unverzüglich zu informieren und die Nachricht zu
löschen. Die E-Mail darf in diesem Fall weder vervielfältigt noch in anderer
Weise verwendet werden.
-Ursprüngliche Nachricht-
Von: Holger Haase [mailto:holger.ha...@stepstone.de]
Gesendet: Donnerstag, 25. Oktober 2012 11:21
An: Loos, Christian
Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not
a specific value
Hi Christian,
Many thanks for your fast answer!
It must be a global scrip?
So if the queue where it should happen is named second_level it should look
like this, right?
___
Condition: On Resolve
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action preparation code:
my @queue_list = qw(first level second_level third_level); my $ticket =
$self-TicketObj; my $queue = $ticket-QueueObj; my $queue_name = $queue-Name;
return 0 unless grep /$second_level/, @queue_list ; return 0 if
$ticket-FirstCustomFieldValue('AssetTag');
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus('re-opened');
return 1;
Thanks/Danke
Holger
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
[rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value
Hi all, I searched (Google/wiki/nabble/...) and tried for several hours now. Nothing worked. I have to make sure tha a ticket can only be closed if a custom field (or maybe transaction custom field) has a specific value. I have more than one queue and this should not happen globaly but in several queues. Is there any way to do this? Thank you so much for your help in advance, Holger Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
