[rt-users] Scrip help
To follow up. I have no idea what I just changed but it is working now. As in I don't get a fail log type entry now *confused* Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: ba...@barrycarlyon.co.uk msn: ba...@barrycarlyon.co.uk
Re: [rt-users] Scrip help
Seems that my RT is compiling scrips and apache restart rather than at Run time Now I'm even more confused as this is not mentioned in the wiki Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: ba...@barrycarlyon.co.uk msn: ba...@barrycarlyon.co.uk On 24 May 2011, at 15:37, Barry Carlyon wrote: To follow up. I have no idea what I just changed but it is working now. As in I don't get a fail log type entry now *confused* Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: ba...@barrycarlyon.co.uk msn: ba...@barrycarlyon.co.uk
Re: [rt-users] Scrip help
Hi, When you work on a scrip in a file, you either use DevelMode or restart web server every time you change the file. DevelMode helps in most cases, but not always. If you see some error you don't understand and DevelMode is enabled, try server restart, error may be different after that and make sense. On Tue, May 24, 2011 at 6:45 PM, Barry Carlyon ba...@barrycarlyon.co.uk wrote: Seems that my RT is compiling scrips and apache restart rather than at Run time Now I'm even more confused as this is not mentioned in the wiki Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: ba...@barrycarlyon.co.uk msn: ba...@barrycarlyon.co.uk On 24 May 2011, at 15:37, Barry Carlyon wrote: To follow up. I have no idea what I just changed but it is working now. As in I don't get a fail log type entry now *confused* Barry Carlyon Freelance Web Developer Freelance Lighting/AV Engineer http://barrycarlyon.co.uk mobile: 07729 048 443 skype: barrycarlyon email: ba...@barrycarlyon.co.uk msn: ba...@barrycarlyon.co.uk -- Best regards, Ruslan.
Re: [rt-users] Scrip Help
Hi All
Did anyone get a chance to look at this - really can't solve it :(
On 17 Feb 2011, at 08:57, Tom Elliott - Gyron wrote:
Hi All
Firstly, I should say, I'm really no coder. I can hack things about a bit,
but thats about it.
I've adapted
http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages into
the following.
We use Opsview, which is a modified version of Nagios, and formats its emails
slightly differently. I've a scrip which is set for just the queue we need it
for, with:
Condition: on create
Action: user defined
Template: global template: blank
Stage TransactionBatch
I've mashed the following:
my $problem_desc = undef;
my $problem_host = undef;
my $problem = undef;
my $search = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /RECOVERY: (.+) is OK on host (.*)/) {
# This looks like a nagios recovery message
$problem_desc = $1;
$problem_host = $2;
$problem = $problem_desc on $problem_host;
$RT::Logger-debug(found a recovery msg: $problem);
} else {
$RT::Logger-debug(not a recovery msg);
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$RT::Logger-debug(doing search);
$search-LimitQueue(VALUE = 'Reports');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
$RT::Logger-debug(did search);
if ($search-Count == 0) { return 1; }
$RT::Logger-debug(starting loop);
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /PROBLEM: (.+) is (CRITICAL|WARNING|UNKNOWN) on
host (.*)/ ) {
$RT::Logger-debug(checking msg);
$RT::Logger-debug(problem $problem checking $1 on $3);
if ($1 on $3 eq $problem){
$RT::Logger-debug(found ticket);
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
$self-TicketObj-SetStatus( resolved );
1;
Which is designed to look for messages with the subject line of:
RECOVERY: name of service is OK on host name.of.host
and then parse the remainder of the queue for associated problem tickets with
the subject line of
PROBLEM: name of service is CRITICAL on host name.of.host
when it finds them - it should merge and close.
I actually want to extend this further to merge the 'problem' emails along
the way, but wanted to get this first stage working properly first.
The above works, if I email in myself with a relevant subject line (scrip 62
is the relevant scrip)
[Wed Feb 16 15:42:27 2011] [debug]: About to think about scrips for
transaction #1467131 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #55 on txn #1467130 of
ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Feb 16 15:42:27 2011] [info]: Ticket 252411 created in queue 'Reports'
by tom.elliott (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
[Wed Feb 16 15:42:27 2011] [debug]: Found 1 scrips for TransactionBatch stage
with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #62 on txn #1467130 of
ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Feb 16 15:42:27 2011] [debug]: Found a recovery msg: name of service on
name.of.host ((eval 29152):20)
[Wed Feb 16 15:42:27 2011] [debug]: doing search ((eval 29152):28)
[Wed Feb 16 15:42:27 2011] [debug]: did search ((eval 29152):32)
[Wed Feb 16 15:42:27 2011] [debug]: starting loop ((eval 29152):34)
(heavily trimmed log)
However, when our monitoring system emails in, it generates an email with
exactly the same subject and we get:
Wed Feb 16 15:39:04 2011] [info]: Ticket 252408 created in queue 'Reports' by
nagios@opsview.[masked] (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
[Wed Feb 16 15:39:04 2011] [debug]: Found 0 scrips for TransactionBatch stage
with applicable type(s) (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
Any ideas? I'm aware this probably isn't enough information, but I'm not sure
what else to provide. I think I am probably doing something quite silly or
missing something fundamental. Perhaps I need a custom condition? Any input
really appreciated. Thanks all.
--
Kind regards,
Tom
[rt-users] Scrip Help
Hi All
Firstly, I should say, I'm really no coder. I can hack things about a bit, but
thats about it.
I've adapted
http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages into the
following.
We use Opsview, which is a modified version of Nagios, and formats its emails
slightly differently. I've a scrip which is set for just the queue we need it
for, with:
Condition: on create
Action: user defined
Template: global template: blank
Stage TransactionBatch
I've mashed the following:
my $problem_desc = undef;
my $problem_host = undef;
my $problem = undef;
my $search = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /RECOVERY: (.+) is OK on host (.*)/) {
# This looks like a nagios recovery message
$problem_desc = $1;
$problem_host = $2;
$problem = $problem_desc on $problem_host;
$RT::Logger-debug(found a recovery msg: $problem);
} else {
$RT::Logger-debug(not a recovery msg);
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$RT::Logger-debug(doing search);
$search-LimitQueue(VALUE = 'Reports');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR = 'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
$RT::Logger-debug(did search);
if ($search-Count == 0) { return 1; }
$RT::Logger-debug(starting loop);
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /PROBLEM: (.+) is (CRITICAL|WARNING|UNKNOWN) on
host (.*)/ ) {
$RT::Logger-debug(checking msg);
$RT::Logger-debug(problem $problem checking $1 on $3);
if ($1 on $3 eq $problem){
$RT::Logger-debug(found ticket);
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
$self-TicketObj-SetStatus( resolved );
1;
Which is designed to look for messages with the subject line of:
RECOVERY: name of service is OK on host name.of.host
and then parse the remainder of the queue for associated problem tickets with
the subject line of
PROBLEM: name of service is CRITICAL on host name.of.host
when it finds them - it should merge and close.
I actually want to extend this further to merge the 'problem' emails along the
way, but wanted to get this first stage working properly first.
The above works, if I email in myself with a relevant subject line (scrip 62 is
the relevant scrip)
[Wed Feb 16 15:42:27 2011] [debug]: About to think about scrips for transaction
#1467131 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #55 on txn #1467130 of
ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Feb 16 15:42:27 2011] [info]: Ticket 252411 created in queue 'Reports' by
tom.elliott (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
[Wed Feb 16 15:42:27 2011] [debug]: Found 1 scrips for TransactionBatch stage
with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #62 on txn #1467130 of
ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Feb 16 15:42:27 2011] [debug]: Found a recovery msg: name of service on
name.of.host ((eval 29152):20)
[Wed Feb 16 15:42:27 2011] [debug]: doing search ((eval 29152):28)
[Wed Feb 16 15:42:27 2011] [debug]: did search ((eval 29152):32)
[Wed Feb 16 15:42:27 2011] [debug]: starting loop ((eval 29152):34)
(heavily trimmed log)
However, when our monitoring system emails in, it generates an email with
exactly the same subject and we get:
Wed Feb 16 15:39:04 2011] [info]: Ticket 252408 created in queue 'Reports' by
nagios@opsview.[masked] (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
[Wed Feb 16 15:39:04 2011] [debug]: Found 0 scrips for TransactionBatch stage
with applicable type(s) (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
Any ideas? I'm aware this probably isn't enough information, but I'm not sure
what else to provide. I think I am probably doing something quite silly or
missing something fundamental. Perhaps I need a custom condition? Any input
really appreciated. Thanks all.
--
Kind regards,
Tom Elliott
Gyron Internet Ltd
mail: tom.elli...@gyron.net
web:http://gyron.net/
tel:0845 888 6900
fax:0845 888 6910
24 hour customer support: 0845 888 6999
This message may be private and
Re: [rt-users] Scrip help please.
Paul,
Perhaps I misunderstood. Are you wanting to meet these conditions at the
same time (ie. a create with a CF) or are these to be two separate
conditions exclusive of each other?
Kenn
LBNL
On Wed, Jun 9, 2010 at 3:37 PM, Dougherty Paul paul_doughe...@prn.comwrote:
Hi Keith,
These did not help…I have gotten closer to the error, however.
It seems rather stupid, all I am trying to do is to get the condition to
ring true in my scrip.
This is what I have.
($self-TicketObj-FirstCustomFieldValue('Urgency') eq Critical);
There are no errors generated by this scrip…but it doesn’t add the
watchers…(this part works when the above condition is met). For example, if
I simply use this…($self-TransactionObj-Type eq Create); in the
condition, the scrip adds the watchers.
Watcher add code:
$self-TicketObj-AddWatcher( Type = Cc,
Email =paul_dougher...@prn.com);
push( @{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses,
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses );
return 1;
Any ideas?
Thanks,
Paul
*From:* Kenneth Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Thursday, June 03, 2010 9:00 AM
*To:* Dougherty Paul
*Subject:* Re: [rt-users] Scrip help please.
Paul,
I have attached two txt files that have the code in them. These files have
flower box comments and such that I always use to maintain my code. have fun
with them.
Kenn
LBNL
On Thu, Jun 3, 2010 at 8:27 AM, Dougherty Paul paul_doughe...@prn.com
wrote:
Hi Ken,
Sure, I might be able to use those.
Thanks,
Paul
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Wednesday, June 02, 2010 5:07 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Scrip help please.
Paul,
I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add's *additional* Cc's on
Correspondence with those tickets as well. Is that something you might be
interested in using?
Kenn
LBNL
On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul paul_doughe...@prn.com
wrote:
Hi,
I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a “CC” to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add the
“CC”’s for every new ticket.
Here is the custom condition that is giving me the fits. The current error
I am receiving involves a syntax error…thing is, no matter what I try, I
cannot get this thing to work. Every other part of this process works (ie,
when the cc’s are added, the email is sent. The custom action does indeed
add the cc’s).
I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.
Thanks,
Paul
Custom condition:
if ( ($self-TransactionObj-Type eq Create)
( ( $self-TicketObj-FirstCustomFieldValue('Urgency')
eq Critical) || ( $self-TicketObj-FirstCustomFieldValue('Urgency') eq
critical)))
return 1;
else
return 0;
Custom action: (runs fine):
$self-TicketObj-AddWatcher( Type = Cc,
Email =x...@prn.com);
$self-TicketObj-AddWatcher( Type = Cc,
Email =x...@prn.com);
push( @{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses,
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses );
return 1;
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Re: [rt-users] Scrip help please.
Paul,
I may be wrong, but I think the reason is that when a ticket is being
created, I don't believe that the Ticket Custom Field: is available at the
time of Custom Condition. I think you will have to add the code that
checks on the value of the Ticket Custom Field in one of the Custom Action
sections along with your code to add the Cc's. That also may be why the
example has an or in that code. Hope this helps.
Kenn
LBNL
On Thu, Jun 10, 2010 at 1:53 PM, Dougherty Paul paul_doughe...@prn.comwrote:
Hi Keith,
First off, thanks for your help.
This is what I am trying to implement…
http://wiki.bestpractical.com/view/AddWatcherPerTicket
I want this to fire when tickets are created and when the custom field of
Urgency (already created and gets poplutated) is critical.
This is from the wiki…
return undef unless ( ($self-TransactionObj-Type eq Create) ||
( $self-TicketObj-FirstCustomFieldValue('Urgency')
eq High));
return 1;
So what I am trying to do is change the or statement to an and with and
change the High to Critical….but somehow this fails. I have tried every
combination I can think of….
Interestingly, I can get the first part (create) to fire correctly when it
is by itself. I cannot get the Urgency part to ever evaluate as true.
Cheers,
Paul
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Thursday, June 10, 2010 1:40 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Scrip help please.
Paul,
Perhaps I misunderstood. Are you wanting to meet these conditions at the
same time (ie. a create with a CF) or are these to be two separate
conditions exclusive of each other?
Kenn
LBNL
On Wed, Jun 9, 2010 at 3:37 PM, Dougherty Paul paul_doughe...@prn.com
wrote:
Hi Keith,
These did not help…I have gotten closer to the error, however.
It seems rather stupid, all I am trying to do is to get the condition to
ring true in my scrip.
This is what I have.
($self-TicketObj-FirstCustomFieldValue('Urgency') eq Critical);
There are no errors generated by this scrip…but it doesn’t add the
watchers…(this part works when the above condition is met). For example, if
I simply use this…($self-TransactionObj-Type eq Create); in the
condition, the scrip adds the watchers.
Watcher add code:
$self-TicketObj-AddWatcher( Type = Cc,
Email =paul_dougher...@prn.com);
push( @{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses,
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses );
return 1;
Any ideas?
Thanks,
Paul
*From:* Kenneth Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Thursday, June 03, 2010 9:00 AM
*To:* Dougherty Paul
*Subject:* Re: [rt-users] Scrip help please.
Paul,
I have attached two txt files that have the code in them. These files have
flower box comments and such that I always use to maintain my code. have fun
with them.
Kenn
LBNL
On Thu, Jun 3, 2010 at 8:27 AM, Dougherty Paul paul_doughe...@prn.com
wrote:
Hi Ken,
Sure, I might be able to use those.
Thanks,
Paul
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Wednesday, June 02, 2010 5:07 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Scrip help please.
Paul,
I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add's *additional* Cc's on
Correspondence with those tickets as well. Is that something you might be
interested in using?
Kenn
LBNL
On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul paul_doughe...@prn.com
wrote:
Hi,
I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a “CC” to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add the
“CC”’s for every new ticket.
Here is the custom condition that is giving me the fits. The current error
I am receiving involves a syntax error…thing is, no matter what I try, I
cannot get this thing to work. Every other part of this process works (ie,
when the cc’s are added, the email is sent. The custom action does indeed
add the cc’s).
I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.
Thanks,
Paul
Custom condition:
if ( ($self-TransactionObj-Type eq Create)
( ( $self-TicketObj-FirstCustomFieldValue('Urgency')
eq Critical) || ( $self-TicketObj-FirstCustomFieldValue('Urgency') eq
critical)))
return 1;
else
return 0;
Custom action: (runs fine
[rt-users] Scrip help please.
Hi,
I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a CC to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add
the CC's for every new ticket.
Here is the custom condition that is giving me the fits. The current
error I am receiving involves a syntax error...thing is, no matter what
I try, I cannot get this thing to work. Every other part of this process
works (ie, when the cc's are added, the email is sent. The custom action
does indeed add the cc's).
I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.
Thanks,
Paul
Custom condition:
if ( ($self-TransactionObj-Type eq Create)
( (
$self-TicketObj-FirstCustomFieldValue('Urgency') eq Critical) || (
$self-TicketObj-FirstCustomFieldValue('Urgency') eq critical)))
return 1;
else
return 0;
Custom action: (runs fine):
$self-TicketObj-AddWatcher( Type = Cc,
Email =x...@prn.com);
$self-TicketObj-AddWatcher( Type = Cc,
Email =x...@prn.com);
push( @{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses,
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses );
return 1;
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[rt-users] Scrip Help?
Hi All,
I have a scrip setup as below;
Condition: OnComment
Action: User Defined
Template: Global Blank
Stage: Transaction Create
Custom Condition:
Custom Action Preparation Code: return 1;
Custom Action Cleanup Code:
my $string = $self-TransactionObj-Content;
$string =~ m/Status changed from ([A-Za-z]{3}) to ([A-Za-z]{3})/;
my $old = $1;
my $new = $2;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = CustomStatus;
my $cf_value;
$cf_value = $new;
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n);
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value,
RecordTransaction=1);
return 1;
However the damn thing never seems to fire off, I have tested the regexp
directly in perl and it works. I am pretty sure also that it used to work
but for some reason no longer does.
Essentially we have rules on our mail clients which forward mail back to RT
from our outsourced Service provider, the content looks like this when they
change a status.
Subject: SR129018, CustRef: 54795, QUE
atus.
This is an automatically generated email from Aaron Guise using Gentrack SR
System.
SR129018, CustRef: 54795
https://www.gentrack.com/srweb/srdetails.asp?SRNo=129018
Status changed from WAI to QUE
Think before you Print - By making good use of resources at work we can
encourage sustainability and manage our impact. Change Tomorrow by Changing
Thinking Today
Disclaimer:
The information contained in this email may be confidential. If you are not
the intended recipient, you must not disclose or use the information in this
email or any attachment in any way.
If you received it in error, please tell us immediately by return email, and
delete the document. Genesis Power Limited, trading as Genesis Energy, does
not accept any responsibility for viruses or anything similar in this email
or any attachments. We also do not guarantee the integrity of any emails or
attached files or accept any responsibility for any changes made to them by
any other person.
Does anyone have any ideas why this may not be triggering. I may be just
losing sight of a simple thing I feel, but it is now driving me a little
nuts.
*
Regards,*
*Aaron Guise
07 838 7793
027 212 6638
aa...@guise.net.nz
*
MSN: gui...@hotmail.com
[image: Facebook] http://www.facebook.com/shadysandman
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[rt-users] Scrip help needed
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in our case)
should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after the user in
ticket #2 writes an update and i have no idea at the moment, how can i do the
update as the user, doing the reply on ticket #2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this part of
code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
# Get the actual Actor of this transaction
my $Actor = $self-TransactionObj-Creator;
# $Actor has the ID of the actual Transaction
my $temp_user = RT::User-new();
$temp_user-Load($Actor);
my $AName = $temp_user-Name();
# Name of Actor in acutal Transaction - possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
___
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Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
# Get the actual Actor of this transaction
my $Actor = $self-TransactionObj-Creator;
# $Actor has the ID of the actual Transaction
my $temp_user = RT::User-new();
$temp_user-Load($Actor);
my $AName = $temp_user-Name();
# Name of Actor in acutal Transaction - possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft:
Kühne Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender
Verwaltungsrat: Klaus-Michael Kühne
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Re: [rt-users] Scrip help needed
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
___
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Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as
creator of the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...);
...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen,
Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
___
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--
Best regards, Ruslan.
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Re: [rt-users] Scrip help needed
Hi Raed,
sorry for the typo in your name Raed ne Roy ;-)
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Donnerstag, 24. September 2009 12:39
An: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
___
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Community help: http://wiki.bestpractical.com Commercial support:
sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip help needed
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc( Information
added by [_1]., # loc
$Actor,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call method
UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in the dark
:-(
-Ursprüngliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of the
transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on
ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside
this part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new();
$temp_user
Re: [rt-users] Scrip help needed
$self-TransactionObj-Creator returns id not a user object, when you
need object.
On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID torsten.br...@kuehne-nagel.com wrote:
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Actor,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call
method UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm
line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in the
dark :-(
-Ursprüngliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of
the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on
ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside
this part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id
Re: [rt-users] Scrip help needed
Hi Ruslan, Raed,
thanks for your support, it is working well now.
Attached again the correct working scrip action, if someone else has a need for
this:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
my $user = RT::User-new($RT::SystemUser);
$user-Load($Actor);
my $Name = $user-Name;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $reply_will_be_on = RT::Ticket-new($user);
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Name,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 16:15
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
$self-TransactionObj-Creator returns id not a user object, when you need
object.
On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Actor,
) .
\n . $self-loc( Notes: [_1], # loc
$note
),
); } return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call
method UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm
line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in
the dark :-(
-Urspruengliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of
the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen
Re: [rt-users] Scrip help needed
On Thu, Sep 24, 2009 at 04:48:19PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi Ruslan, Raed, thanks for your support, it is working well now. Attached again the correct working scrip action, if someone else has a need for this: my $Actor = $self-TransactionObj-Creator; my $user = RT::User-new($RT::SystemUser); $user-Load($Actor); my $Name = $user-Name; FYI, you can use directly $self-TransactionObj-CreatorObj to get the user object. (CreatorObj does the same , i.e. load the user, but this will shorten you scrip ;)) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip help needed
Hi Emmanuel, will try it out tomorrow: done for today ;-) Thanks for the hint. Torsten 2009/9/24 Emmanuel Lacour elac...@easter-eggs.com On Thu, Sep 24, 2009 at 04:48:19PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi Ruslan, Raed, thanks for your support, it is working well now. Attached again the correct working scrip action, if someone else has a need for this: my $Actor = $self-TransactionObj-Creator; my $user = RT::User-new($RT::SystemUser); $user-Load($Actor); my $Name = $user-Name; FYI, you can use directly $self-TransactionObj-CreatorObj to get the user object. (CreatorObj does the same , i.e. load the user, but this will shorten you scrip ;)) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip Help
Aaron,
We use this code:
# condition set on email transaction to create
my $trans = $self-TransactionObj;
my $msgattr = $trans-Message-First;
return 0 unless $trans-Type eq Create;
return 0 unless $msgattr;
return 1 if $msgattr-GetHeader('Received');
return 0;
Hope this helps.
Kenn
LBNL
On 6/10/2009 7:04 PM, Aaron Guise wrote:
Thanks Jerrad,
I couldn't remember where I had seen this before. I since had a good
search and found it on the Wiki.
*Regards,*
*Aaron Guise
027 212 6638
aa...@guise.net.nz mailto:aa...@guise.net.nz
*
On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce
jpie...@cambridgeenergyalliance.org
mailto:jpie...@cambridgeenergyalliance.org wrote:
This info exists somewhere on the wiki as a user-contributed
enhancement.
--
Cambridge Energy Alliance: Save money. Save the planet.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
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: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip Help
Hi, Is it possible to differentiate via Scrip whether a ticket is created via the RT Gui or an email being sent? I cannot seem to come up with something concrete that works just yet. *Regards,* *Aaron Guise 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip Help
What if you put in something to pull info from the headers? I have a line in a
scrip that determines which support account an email was sent to. It's empty if
the ticket was sent through the GUI.
my $to = $self-TransactionObj-Attachments-First-GetHeader('To');
$RT::Logger-debug(To email was: $to);
.
.
.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Wednesday, June 10, 2009 5:47 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip Help
Hi,
Is it possible to differentiate via Scrip whether a ticket is created via the
RT Gui or an email being sent? I cannot seem to come up with something
concrete that works just yet.
Regards,
Aaron Guise
[http://www.guise.net.nz/images/signatures/mob.gif]027 212 6638
[http://www.guise.net.nz/images/signatures/email.gif]aa...@guise.net.nzmailto:aa...@guise.net.nz
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@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] Scrip Help
This info exists somewhere on the wiki as a user-contributed enhancement. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip Help
Thanks Jerrad, I couldn't remember where I had seen this before. I since had a good search and found it on the Wiki. *Regards,* *Aaron Guise 027 212 6638 aa...@guise.net.nz * On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: This info exists somewhere on the wiki as a user-contributed enhancement. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip help with error message
To all, I have a scrip that evaluates a CF to see if it has been modified. If NOT, I wanted to send out an error message for RT to display in the Modify Ticket screen. This is the action code: $RT::Logger-error(Resolution Type NOT SET!); return 1; I get nothing. Does anyone have some code I can borrow for this? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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 on date formatting
To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip help needed on date formatting
Hi, Can you give some info about the CF you are using? What is the type and validation settings on it? -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] Scrip help needed on date formatting
Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip help needed on date formatting
Ashish, Just Enter one value. That's it. No validation settings. Although I've thought about using (?#Date /mm/dd)^(([1-2][0-9][0-9][0-9])\/(0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1]))?$ as a validation setting. Kenn LBNL On 3/3/2009 11:21 AM, Potla, Ashish Bassaliel wrote: Hi, Can you give some info about the CF you are using? What is the type and validation settings on it? -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] Scrip help needed on date formatting
Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] Scrip help needed on date formatting
Well, it worked for me! Sorry.. keep tweaking it. hope you have return 1; in the cleanup code as well. -Ashish From: Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 1:50 AM To: Potla, Ashish Bassaliel Cc: rt Users Subject: Re: [rt-users] Scrip help needed on date formatting Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] Scrip help needed on date formatting
Ashish, Yep. Kenn On 3/3/2009 12:21 PM, Potla, Ashish Bassaliel wrote: Well, it worked for me! Sorry.. keep tweaking it. hope you have return 1; in the cleanup code as well. -Ashish From: Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 1:50 AM To: Potla, Ashish Bassaliel Cc: rt Users Subject: Re: [rt-users] Scrip help needed on date formatting Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] Scrip help needed on date formatting
Ashish, Sorry. I'm such a dummy. I made your changes and when I tested it, I forgot to change a condition back to original (I was testing some other stuff). It now works, like you said it would. It was the missing my. THANKS!! Kenn LBNL On 3/3/2009 12:21 PM, Potla, Ashish Bassaliel wrote: Well, it worked for me! Sorry.. keep tweaking it. hope you have return 1; in the cleanup code as well. -Ashish From: Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 1:50 AM To: Potla, Ashish Bassaliel Cc: rt Users Subject: Re: [rt-users] Scrip help needed on date formatting Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip help
To all,
I have a scrip that is supposed to modify the ticket owner to Nobody
when the ticket is moved to another queue. What I have is:
Name: Mod Owner on Q chg
Condition: On Queue Change
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition: none
Custom Action Prep Code:
# set new Ticket Owner value
my $Ticket = $self-TicketObj;
$Ticket-SetOwner('Nobody');
return 1;
Custom Action Cleanup Code: none
Actually, I also tried it with Return 1: in the prep code and the
modifying code in the cleanup and still no go with either way. Here I
was thinking it would be a simple scrip and I can't get it to work. I am
also executing a notification scrip for the same condition and it works.
Anyone have an idea on what's wrong? Thanks.
Kenn
LBNL
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Re: [rt-users] Scrip help
Custom action preparation code:
return 1;
Custom action cleanup code:
$RT::Logger-debug(trying to set owner);
my ($code, $msg) = $self-TicketObj-SetOwner(10, 'Force');
$RT::Logger-debug(set owner: $code: $msg);
return 1;
Keep up with me and what I'm up to: http://theillien.blogspot.com
Kenneth Crocker wrote:
To all,
I have a scrip that is supposed to modify the ticket owner to
Nobody when the ticket is moved to another queue. What I have is:
Name: Mod Owner on Q chg
Condition: On Queue Change
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition: none
Custom Action Prep Code:
# set new Ticket Owner value
my $Ticket = $self-TicketObj;
$Ticket-SetOwner('Nobody');
return 1;
Custom Action Cleanup Code: none
Actually, I also tried it with Return 1: in the prep code and the
modifying code in the cleanup and still no go with either way. Here I
was thinking it would be a simple scrip and I can't get it to work. I am
also executing a notification scrip for the same condition and it works.
Anyone have an idea on what's wrong? Thanks.
Kenn
LBNL
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Re: [rt-users] Scrip help
Mathew,
It worked great! Thanks! I figured I might need the object id as
opposed to name. I didn't realise I needed to do a force either. Thanks
again.
Kenn
LBNL
On 10/18/2007 10:48 AM, Mathew Snyder wrote:
Custom action preparation code:
return 1;
Custom action cleanup code:
$RT::Logger-debug(trying to set owner);
my ($code, $msg) = $self-TicketObj-SetOwner(10, 'Force');
$RT::Logger-debug(set owner: $code: $msg);
return 1;
Keep up with me and what I'm up to: http://theillien.blogspot.com
Kenneth Crocker wrote:
To all,
I have a scrip that is supposed to modify the ticket owner to
Nobody when the ticket is moved to another queue. What I have is:
Name: Mod Owner on Q chg
Condition: On Queue Change
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition: none
Custom Action Prep Code:
# set new Ticket Owner value
my $Ticket = $self-TicketObj;
$Ticket-SetOwner('Nobody');
return 1;
Custom Action Cleanup Code: none
Actually, I also tried it with Return 1: in the prep code and the
modifying code in the cleanup and still no go with either way. Here I
was thinking it would be a simple scrip and I can't get it to work. I am
also executing a notification scrip for the same condition and it works.
Anyone have an idea on what's wrong? Thanks.
Kenn
LBNL
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Re: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
This is a scrip I use for adding a requestor. All you'd have to do is change
the AddWatcher to DeleteWatcher and set up your conditions to what you need:
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
You'll either want to come up with your own or set the condition above to On
Create or whatever.
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-AddWatcher (
Type = 'Requestor',
Email = '[EMAIL PROTECTED]'
);
Keep up with me and what I'm up to: http://theillien.blogspot.com
Chris Nelson wrote:
Hello list,
I have a rather strange request, I want to delete a requestor when a
ticket is created. Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.
Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
Custom Condition:
Custom Action preparation Code: return 1;
Custom action cleanup code:
$self-TicketObj-DeleteAttribute('Requestor');
But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.
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Re: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
That worked!
The custom action cleanup code I had to use is:
my $T_Obj = $self-TicketObj;
my $requestor_address = $T_Obj-RequestorAddresses;
$RT::Logger-info(* ReqAddr is $requestor_address);
$T_Obj-DeleteWatcher (
Type = Requestor,
Email = $requestor_address
);
$RT::Logger-info(* After deletewatcher);
return 1;
Thanks for your help guys :)
Mathew Snyder wrote:
This is a scrip I use for adding a requestor. All you'd have to do is change
the AddWatcher to DeleteWatcher and set up your conditions to what you need:
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
You'll either want to come up with your own or set the condition above to On
Create or whatever.
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-AddWatcher (
Type = 'Requestor',
Email = '[EMAIL PROTECTED]'
);
Keep up with me and what I'm up to: http://theillien.blogspot.com
Chris Nelson wrote:
Hello list,
I have a rather strange request, I want to delete a requestor when a
ticket is created. Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.
Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
Custom Condition:
Custom Action preparation Code: return 1;
Custom action cleanup code:
$self-TicketObj-DeleteAttribute('Requestor');
But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.
--
Chris Nelson
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[rt-users] (Scrip help) Deleting a requestor upon ticket creation.
Hello list,
I have a rather strange request, I want to delete a requestor when a
ticket is created. Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.
Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
Custom Condition:
Custom Action preparation Code: return 1;
Custom action cleanup code:
$self-TicketObj-DeleteAttribute('Requestor');
But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.
--
Chris Nelson
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RE: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
Chris,
We take a different approach that works pretty well. We prevent
external emails being sent by filtering them out in our SendMail_Local
file. Basically we only send emails that are verified against LDAP. Of
course, a lot depends on how you determine who is external.
Craig
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Chris
Nelson
Sent: Monday, October 15, 2007 4:40 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket
creation.
Hello list,
I have a rather strange request, I want to delete a requestor when a
ticket is created. Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.
Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
Custom Condition:
Custom Action preparation Code: return 1;
Custom action cleanup code:
$self-TicketObj-DeleteAttribute('Requestor');
But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.
--
Chris Nelson
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Re: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
I wish we could do that, but as it happens, that is the only queue that
we don't want to send out RT replies from because the email that feeds
that queue is an outward-facing public email (support@my company).
All other queues, we want to be able to communicate owner changes,
replies and such to the external addresses, because the external
addresses coming into those other queues are there for a reason and are
not advertised publicly. So basically, whenever someone sends an email
to support@my company (the email which feeds into the
incoming-external queue), we want to create a ticket, but then remove
the requestor so that the external address does not get communications
that might (accidentally or not) be internal private communications.
Patterson, Craig wrote:
Chris,
We take a different approach that works pretty well. We prevent
external emails being sent by filtering them out in our SendMail_Local
file. Basically we only send emails that are verified against LDAP. Of
course, a lot depends on how you determine who is external.
Craig
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Chris
Nelson
Sent: Monday, October 15, 2007 4:40 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket
creation.
Hello list,
I have a rather strange request, I want to delete a requestor when a
ticket is created. Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.
Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
Custom Condition:
Custom Action preparation Code: return 1;
Custom action cleanup code:
$self-TicketObj-DeleteAttribute('Requestor');
But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.
--
Chris Nelson
___
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Re: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
I do this with some of our tickets. I'll post what I use in the morning
if someone else hasn't already.
Keep up with my goings on at http://theillien.blogspot.com
Chris Nelson wrote:
Hello list,
I have a rather strange request, I want to delete a requestor when a
ticket is created. Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.
Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
Custom Condition:
Custom Action preparation Code: return 1;
Custom action cleanup code:
$self-TicketObj-DeleteAttribute('Requestor');
But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.
___
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Commercial support: [EMAIL PROTECTED]
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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
[rt-users] Scrip help to replace requestor upon create
I am looking to do 1 of the following: 1. Have a scrip that removes the requestor on a specific queue if it matches X, X of course being a specific email address. 2. A SQL query that will accomplish the above that I could run from a cron job. I have a MySQL query I thought would work, essentially the following: /usr/local/mysql/bin/mysql -u dbauname rt3 -e update Tickets set Creator='10' where Queue='7' and Creator='2653'; This does update the creator of a given ticket that matches userid 2653 and changes it to userid 10, which is the nobody user. Even though this works, I must be missing something because there are still tickets with requestors of the userid 2653 on the ticket and not Nobody. An easier and more efficient way of doing this would be on creation using a scrip. I have a scrip which works which upon creation sets the owner automatically. I'm sure its just a slight modification to that scrip, but I just can't quite find the object information I need. My Change Owner scrip contains the following: Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: is blank Custom action preparation code: return 1; Custom action cleanup code: my $newowner = kera; $self-TicketObj-SetOwner( $newowner ); return 1; I'm sure if I knew the syntax to modify this to change the requestor on a ticket, it'd be easier. Essentially I want the requestor to be Nobody. Thanks, James James R. Price DigitalCiti.com 3636 S. Iron St., Chicago, IL 60609 Company Tel: 888.855.5550 My Tel/Fax/Cell: 800.603.0769 Web: www.digitalciti.com Email: [EMAIL PROTECTED] ___ 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 to replace requestor upon create
If anyone has an idea on this, essentially what I am doing now and accomplishes what I want is the same as Bulk Update in a ticket query, remove requestor. Its possible from the GUI so it has to be possible via scrip or SQL query via the API. Thanks, James -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James Price Sent: Monday, June 18, 2007 2:06 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Scrip help to replace requestor upon create I am looking to do 1 of the following: 1. Have a scrip that removes the requestor on a specific queue if it matches X, X of course being a specific email address. 2. A SQL query that will accomplish the above that I could run from a cron job. I have a MySQL query I thought would work, essentially the following: /usr/local/mysql/bin/mysql -u dbauname rt3 -e update Tickets set Creator='10' where Queue='7' and Creator='2653'; This does update the creator of a given ticket that matches userid 2653 and changes it to userid 10, which is the nobody user. Even though this works, I must be missing something because there are still tickets with requestors of the userid 2653 on the ticket and not Nobody. An easier and more efficient way of doing this would be on creation using a scrip. I have a scrip which works which upon creation sets the owner automatically. I'm sure its just a slight modification to that scrip, but I just can't quite find the object information I need. My Change Owner scrip contains the following: Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: is blank Custom action preparation code: return 1; Custom action cleanup code: my $newowner = kera; $self-TicketObj-SetOwner( $newowner ); return 1; I'm sure if I knew the syntax to modify this to change the requestor on a ticket, it'd be easier. Essentially I want the requestor to be Nobody. Thanks, James James R. Price DigitalCiti.com 3636 S. Iron St., Chicago, IL 60609 Company Tel: 888.855.5550 My Tel/Fax/Cell: 800.603.0769 Web: www.digitalciti.com Email: [EMAIL PROTECTED] ___ 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
