Re: [rt-users] SetStatus and SetOwner scrip question
Hi Kevin, Thx for that tidbit of info, In that file I found the correct syntax, out of Sean's set, the 2 below will work, $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); But, this is baffling me... This is my scrip Condition: On Queue Change Action: User Defined Custom action Preparation Code: # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetStatus(new); $ticket-SetOwner(Nobody); Based on the above investigation, I know the syntax is correct for the SetOwner. However, the only thing that happens on queue change is the ticket's status is set to new. That shows up in the ticket history. The SetOwner doesn't show up at all, nothing happens. This is the exact same spot Sean got stuck and the thread ended. Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his is in the cleanup code spot. If I put that code in there, absolutely nothing gets changed in the ticket... Any thoughts anyone? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Kevin Falcone falc...@bestpractical.com 24/09/2009 5:06 pm On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote: I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. If you want as much information as possible, you should check the return values of SetOwner. The arguments for the SetOwner method are documented in Ticket_Overlay.pm. -kevin Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). ___ 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] SetStatus and SetOwner scrip question
On Fri, Sep 25, 2009 at 09:55:23AM -0400, Mike Johnson wrote: Hi Kevin, Thx for that tidbit of info, In that file I found the correct syntax, out of Sean's set, the 2 below will work, $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); You're not checking return values. my ($status, $msg) = log the status and message and find out why it isn't being set -kevin But, this is baffling me... This is my scrip Condition: On Queue Change Action: User Defined Custom action Preparation Code: # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetStatus(new); $ticket-SetOwner(Nobody); Based on the above investigation, I know the syntax is correct for the SetOwner. However, the only thing that happens on queue change is the ticket's status is set to new. That shows up in the ticket history. The SetOwner doesn't show up at all, nothing happens. This is the exact same spot Sean got stuck and the thread ended. Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his is in the cleanup code spot. If I put that code in there, absolutely nothing gets changed in the ticket... Any thoughts anyone? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: [1]mike.john...@normed.ca Technology assistance: email [2]nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Kevin Falcone falc...@bestpractical.com 24/09/2009 5:06 pm On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote: I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. If you want as much information as possible, you should check the return values of SetOwner. The arguments for the SetOwner method are documented in Ticket_Overlay.pm. -kevin Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). References Visible links 1. mailto:mike.john...@normed.ca 2. mailto:nosmhelpd...@normed.ca ___ 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 pgpMWCTfCmXWw.pgp Description: PGP signature ___ 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] SetStatus and SetOwner scrip question
Mike,
You didn't get my code correct. You forgot the Force. (NO, I'm NOT
saying may the force be with you, gaagh!).
Also, when creating a scrip, you must keep in mind that when you define
the condition as :User-Defined, you SHOULD end with a return code in
both the Prep Cleanup areas. Since my code is in the Cleanup
area, I have a return 1; in the Prep area. That way RT knows to
continue on to the cleanup area. So, to re-cap, your code should look
something like this:
Condition: On whatever
Action: User-Defined
Custom Prep Code:
Return 1;
Custom Cleanup Code:
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetStatus('new');
$ticket-SetOwner(10, 'Force');
return 1;
That should do it. Hope this helps.
Kenn
LBNL
On 9/25/2009 6:55 AM, Mike Johnson wrote:
Hi Kevin,
Thx for that tidbit of info,
In that file I found the correct syntax, out of Sean's set, the 2
below will work,
$self-TicketObj-SetOwner(Nobody);
$self-TicketObj-SetOwner(10);
But, this is baffling me...
This is my scrip
Condition: On Queue Change
Action: User Defined
Custom action Preparation Code:
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetStatus(new);
$ticket-SetOwner(Nobody);
Based on the above investigation, I know the syntax is correct for the
SetOwner. However, the only thing that happens on queue change is the
ticket's status is set to new. That shows up in the ticket history.
The SetOwner doesn't show up at all, nothing happens.
This is the exact same spot Sean got stuck and the thread ended.
Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and
said his is in the cleanup code spot. If I put that code in there,
absolutely nothing gets changed in the ticket...
Any thoughts anyone?
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca mailto:mike.john...@normed.ca
Technology assistance: email nosmhelpd...@normed.ca
mailto:nosmhelpd...@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500
Kevin Falcone falc...@bestpractical.com 24/09/2009 5:06 pm
On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
I was looking through the list's history.
The original email did not get an answer to it.
The piece that interests me about this listserv topic(dating back
to Aug 2007)
Sean, and myself are trying to set a ticket's owner to nobody on
an action...
He stated,
I've tried:
$self-TicketObj-SetOwner(Nobody);
$self-TicketObj-SetOwner(Nobody);
$self-TicketObj-SetOwner(10);
$self-TicketObj-SetOwner(10);
$self-TicketObj-SetOwner(Name = Nobody);
$self-TicketObj-SetOwner(Name = Nobody);
$self-TicketObj-SetOwner(Id = 10);
$self-TicketObj-SetOwner(Id = 10);
None of these has worked and nothing in rt.log indicates any
problems. I have
it set up with debug so I know I'm getting as much info as I can.
If you want as much information as possible, you should check the
return values of SetOwner. The arguments for the SetOwner method are
documented in Ticket_Overlay.pm.
-kevin
Can anyone tell me which of the above? and what else do I need to
set to make this happen on a
specific condition(I'm using On Queue change).
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] SetStatus and SetOwner scrip question
Thank you very much Ken.
I am new to coding custom action codes, and didn't see the part where you need
to tell the script to move on from custom action prep. on this page ...
http://wiki.bestpractical.com/view/WriteCustomAction
I was trying to move too fast :P.
Thx for pointing that out.
It is definitely working now.
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca
Technology assistance: email nosmhelpd...@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500
Ken Crocker kfcroc...@lbl.gov 25/09/2009 12:19 pm
Mike,
You didn't get my code correct. You forgot the Force. (NO, I'm NOT saying
may the force be with you, gaagh!).
Also, when creating a scrip, you must keep in mind that when you define the
condition as :User-Defined, you SHOULD end with a return code in both the
Prep Cleanup areas. Since my code is in the Cleanup area, I have a
return 1; in the Prep area. That way RT knows to continue on to the cleanup
area. So, to re-cap, your code should look something like this:
Condition: On whatever
Action: User-Defined
Custom Prep Code:
Return 1;
Custom Cleanup Code:
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetStatus('new');
$ticket-SetOwner(10, 'Force');
return 1;
That should do it. Hope this helps.
Kenn
LBNL
On 9/25/2009 6:55 AM, Mike Johnson wrote:
Hi Kevin,
Thx for that tidbit of info,
In that file I found the correct syntax, out of Sean's set, the 2 below will
work,
$self-TicketObj-SetOwner(Nobody);
$self-TicketObj-SetOwner(10);
But, this is baffling me...
This is my scrip
Condition: On Queue Change
Action: User Defined
Custom action Preparation Code:
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetStatus(new);
$ticket-SetOwner(Nobody);
Based on the above investigation, I know the syntax is correct for the
SetOwner. However, the only thing that happens on queue change is the ticket's
status is set to new. That shows up in the ticket history. The SetOwner
doesn't show up at all, nothing happens.
This is the exact same spot Sean got stuck and the thread ended.
Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his
is in the cleanup code spot. If I put that code in there, absolutely nothing
gets changed in the ticket...
Any thoughts anyone?
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca
Technology assistance: email nosmhelpd...@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500
Kevin Falcone falc...@bestpractical.com (
mailto:falc...@bestpractical.com ) 24/09/2009 5:06 pm
On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
I was looking through the list's history.
The original email did not get an answer to it.
The piece that interests me about this listserv topic(dating back to Aug
2007)
Sean, and myself are trying to set a ticket's owner to nobody on an
action...
He stated,
I've tried:
$self-TicketObj-SetOwner(Nobody);
$self-TicketObj-SetOwner(Nobody);
$self-TicketObj-SetOwner(10);
$self-TicketObj-SetOwner(10);
$self-TicketObj-SetOwner(Name = Nobody);
$self-TicketObj-SetOwner(Name = Nobody);
$self-TicketObj-SetOwner(Id = 10);
$self-TicketObj-SetOwner(Id = 10);
None of these has worked and nothing in rt.log indicates any problems. I
have
it set up with debug so I know I'm getting as much info as I can.
If you want as much information as possible, you should check the
return values of SetOwner. The arguments for the SetOwner method are
documented in Ticket_Overlay.pm.
-kevin
Can anyone tell me which of the above? and what else do I need to set to
make this happen on a
specific condition(I'm using On Queue change).
___http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com ( 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://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] SetStatus and SetOwner scrip question
I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] SetStatus and SetOwner scrip question
On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote: I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. If you want as much information as possible, you should check the return values of SetOwner. The arguments for the SetOwner method are documented in Ticket_Overlay.pm. -kevin Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). pgpP2rEo1bWNZ.pgp Description: PGP signature ___ 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] SetStatus and SetOwner scrip question
Mike, We use this for when a ticket is moved to another Queue: # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetStatus(new); $ticket-SetOwner(10, 'Force'); return 1; The above code is put into the cleanup code. Hope this helps Kenn LBNL On 9/24/2009 1:02 PM, Mike Johnson wrote: I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca mailto:mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca mailto:nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] SetStatus and SetOwner scrip question
Hi Mathew, If you have that code in the Cleanup area, make sure you have a return 1; in the Prep area (otherwise the Cleanup code doesn't execute). I'm not sure that you can pass Nobody to the SetOwner method; I think it wants an Id rather than a name. Use $RT::Nobody-Id to get the Id for Nobody: $self-TicketObj-SetOwner($RT::Nobody-Id); Regarding which template, it doesn't matter because User Defined actions can't access templates. I always set it to Global:Blank so I don't think that it's actually doing anything. Regards, Gene At 08:23 AM 8/14/2007, Mathew Snyder wrote: RT 3.6.1 Condition: On Queue Change Action: User Defined Template: Not sure which one I should be using I figure that that the Custom action cleanup code should be $self-TicketObj-SetStatus(new); and $self-TicketObj-SetOwner(Nobody); but nothing happens. This is my first attempt at a custom scrip so I don't know what needs to be done/in place for it to work. My Custom Condition is blank, my Custom action preparation code is blank. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
I did what you suggested. It still isn't having an effect. The owner doesn't change nor does the status. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: Hi Mathew, If you have that code in the Cleanup area, make sure you have a return 1; in the Prep area (otherwise the Cleanup code doesn't execute). I'm not sure that you can pass Nobody to the SetOwner method; I think it wants an Id rather than a name. Use $RT::Nobody-Id to get the Id for Nobody: $self-TicketObj-SetOwner($RT::Nobody-Id); Regarding which template, it doesn't matter because User Defined actions can't access templates. I always set it to Global:Blank so I don't think that it's actually doing anything. Regards, Gene At 08:23 AM 8/14/2007, Mathew Snyder wrote: RT 3.6.1 Condition: On Queue Change Action: User Defined Template: Not sure which one I should be using I figure that that the Custom action cleanup code should be $self-TicketObj-SetStatus(new); and $self-TicketObj-SetOwner(Nobody); but nothing happens. This is my first attempt at a custom scrip so I don't know what needs to be done/in place for it to work. My Custom Condition is blank, my Custom action preparation code is blank. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
From your first post, I'm guessing that you want the status and owner set when a ticket is moved into a specific queue. Is this correct? Is your scrip in the incoming queue, the queue that the ticket is being moved into? Is anything being logged in your rt.log file? At 09:39 AM 8/14/2007, Mathew Snyder wrote: I did what you suggested. It still isn't having an effect. The owner doesn't change nor does the status. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: Hi Mathew, If you have that code in the Cleanup area, make sure you have a return 1; in the Prep area (otherwise the Cleanup code doesn't execute). I'm not sure that you can pass Nobody to the SetOwner method; I think it wants an Id rather than a name. Use $RT::Nobody-Id to get the Id for Nobody: $self-TicketObj-SetOwner($RT::Nobody-Id); Regarding which template, it doesn't matter because User Defined actions can't access templates. I always set it to Global:Blank so I don't think that it's actually doing anything. Regards, Gene At 08:23 AM 8/14/2007, Mathew Snyder wrote: RT 3.6.1 Condition: On Queue Change Action: User Defined Template: Not sure which one I should be using I figure that that the Custom action cleanup code should be $self-TicketObj-SetStatus(new); and $self-TicketObj-SetOwner(Nobody); but nothing happens. This is my first attempt at a custom scrip so I don't know what needs to be done/in place for it to work. My Custom Condition is blank, my Custom action preparation code is blank. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
I figured out part of it: Typo was causing problems. As a result, the status is now being set to new as I was looking for. However, the owner is not being changed. I'm not seeing any errors in rt.log that would indicate why this is. I've only seen the messages telling me that scrips were being prepared and commits were being made. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: From your first post, I'm guessing that you want the status and owner set when a ticket is moved into a specific queue. Is this correct? Is your scrip in the incoming queue, the queue that the ticket is being moved into? Is anything being logged in your rt.log file? At 09:39 AM 8/14/2007, Mathew Snyder wrote: I did what you suggested. It still isn't having an effect. The owner doesn't change nor does the status. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: Hi Mathew, If you have that code in the Cleanup area, make sure you have a return 1; in the Prep area (otherwise the Cleanup code doesn't execute). I'm not sure that you can pass Nobody to the SetOwner method; I think it wants an Id rather than a name. Use $RT::Nobody-Id to get the Id for Nobody: $self-TicketObj-SetOwner($RT::Nobody-Id); Regarding which template, it doesn't matter because User Defined actions can't access templates. I always set it to Global:Blank so I don't think that it's actually doing anything. Regards, Gene At 08:23 AM 8/14/2007, Mathew Snyder wrote: RT 3.6.1 Condition: On Queue Change Action: User Defined Template: Not sure which one I should be using I figure that that the Custom action cleanup code should be $self-TicketObj-SetStatus(new); and $self-TicketObj-SetOwner(Nobody); but nothing happens. This is my first attempt at a custom scrip so I don't know what needs to be done/in place for it to work. My Custom Condition is blank, my Custom action preparation code is blank. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: From your first post, I'm guessing that you want the status and owner set when a ticket is moved into a specific queue. Is this correct? Is your scrip in the incoming queue, the queue that the ticket is being moved into? Is anything being logged in your rt.log file? At 09:39 AM 8/14/2007, Mathew Snyder wrote: I did what you suggested. It still isn't having an effect. The owner doesn't change nor does the status. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: Hi Mathew, If you have that code in the Cleanup area, make sure you have a return 1; in the Prep area (otherwise the Cleanup code doesn't execute). I'm not sure that you can pass Nobody to the SetOwner method; I think it wants an Id rather than a name. Use $RT::Nobody-Id to get the Id for Nobody: $self-TicketObj-SetOwner($RT::Nobody-Id); Regarding which template, it doesn't matter because User Defined actions can't access templates. I always set it to Global:Blank so I don't think that it's actually doing anything. Regards, Gene At 08:23 AM 8/14/2007, Mathew Snyder wrote: RT 3.6.1 Condition: On Queue Change Action: User Defined Template: Not sure which one I should be using I figure that that the Custom action cleanup code should be $self-TicketObj-SetStatus(new); and $self-TicketObj-SetOwner(Nobody); but nothing happens. This is my first attempt at a custom scrip so I don't know what needs to be done/in place for it to work. My Custom Condition is blank, my Custom action preparation code is blank. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
At Tuesday 8/14/2007 02:14 PM, Mathew Snyder wrote: I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Mathew, You may be running into something that's bitten us before - let's say the ticket is currently owned by theillien and you change the queue. The scrip will change the owner to Nobody, then the form input is processed. RT sees that the owner is Nobody and that the owner field on the form is theillien, so it interprets this as a change from Nobody to theillien and you end up where you started. Do you have any entries in the ticket history showing any ownership changes? Steve ___ 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] SetStatus and SetOwner scrip question
Stephen Turner wrote: At Tuesday 8/14/2007 02:14 PM, Mathew Snyder wrote: I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Mathew, You may be running into something that's bitten us before - let's say the ticket is currently owned by theillien and you change the queue. The scrip will change the owner to Nobody, then the form input is processed. RT sees that the owner is Nobody and that the owner field on the form is theillien, so it interprets this as a change from Nobody to theillien and you end up where you started. Do you have any entries in the ticket history showing any ownership changes? Steve Steve, No, I'm not seeing that. Only two actions are being displayed when I move the ticket: msnyder - Queue changed from CustomerCare to CCEng RT_System - Status changed from 'open' to 'new' Nothing saying Given to ... Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
Stephen Turner wrote: At Tuesday 8/14/2007 02:14 PM, Mathew Snyder wrote: I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Mathew, You may be running into something that's bitten us before - let's say the ticket is currently owned by theillien and you change the queue. The scrip will change the owner to Nobody, then the form input is processed. RT sees that the owner is Nobody and that the owner field on the form is theillien, so it interprets this as a change from Nobody to theillien and you end up where you started. Do you have any entries in the ticket history showing any ownership changes? Steve I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve ___ 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] SetStatus and SetOwner scrip question
Stephen Turner wrote: At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve Well that sucks. :( Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
Have you tried moving the scrip to from TransactionCreate to TransactionBatch? You may have to enable it in your RT_SiteConfig.. .r' Mathew Snyder wrote: Stephen Turner wrote: At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve Well that sucks. :( Mathew ___ 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] SetStatus and SetOwner scrip question
Robert Long wrote: Have you tried moving the scrip to from TransactionCreate to TransactionBatch? You may have to enable it in your RT_SiteConfig.. .r' Mathew Snyder wrote: Stephen Turner wrote: At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve Well that sucks. :( Mathew There is no TransactionCreate or TransactionBatch in my RT_SiteConfig. All I have that is related to transactions is # Backward compatability setting. Add/Delete Link used to record one # transaction and run one scrip. Set this value to 1 if you want # only one of the link transactions to have scrips run. Set($LinkTransactionsRun1Scrip , 0); Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] SetStatus and SetOwner scrip question
Mathew, I found this in the wiki, hope it helps. http://wiki.bestpractical.com/view/TransactionBatchStage -Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Tuesday, August 14, 2007 3:03 PM To: Robert Long Cc: Stephen Turner; RT Users Subject: Re: [rt-users] SetStatus and SetOwner scrip question Robert Long wrote: Have you tried moving the scrip to from TransactionCreate to TransactionBatch? You may have to enable it in your RT_SiteConfig.. .r' Mathew Snyder wrote: Stephen Turner wrote: At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve Well that sucks. :( Mathew There is no TransactionCreate or TransactionBatch in my RT_SiteConfig. All I have that is related to transactions is # Backward compatability setting. Add/Delete Link used to record one # transaction and run one scrip. Set this value to 1 if you want # only one of the link transactions to have scrips run. Set($LinkTransactionsRun1Scrip , 0); Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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 This email (including any attachments) is for its intended-recipient's use only. This email may contain information that is confidential or privileged. If you received this email in error, please immediately advise the sender by replying to this email and then delete this message from your system. For further information and disclaimers that apply to this email, see [http://www.viacom.com/email_disclaimer.jhtml]. ___ 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
