Re: [rt-users] create transaction record

[Bryon Baker]

Thanks Bill 

I should have thought of that, I will pursue one of those options.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 Ext. 2296 * 262-783-6261 Ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Bill Cole
Sent: Tuesday, October 11, 2016 11:16 PM
To: rt-users <rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] create transaction record

On 10 Oct 2016, at 17:16, Bryon Baker wrote:

> Hello List
>
> I have created a custom scrip the will respond to an email via a web 
> service call.  I would like to create a transaction with the return 
> message.
>
> Can someone give me a little code snippet or some direction on how to 
> create the transaction?  With our creating or updating a custom field.
>
> I have read about the _RecoredTransaction but I think this may be the 
> wrong route and I have not found any example code to help me out.

Have you read
https://docs.bestpractical.com/rt/4.4.1/RT/Transaction.html#Create ?

Probably more useful: 
https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Comment

The simplest way to call it, given a RT::Ticket object named ticket:

$ticket->Comment( Content => "I'm A Little Teapot" );

And now you have a new comment transaction.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
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-
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* Boston - October 24-26
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Re: [rt-users] create transaction record

[Bill Cole]

On 10 Oct 2016, at 17:16, Bryon Baker wrote:


Hello List

I have created a custom scrip the will respond to an email via a web 
service call.  I would like to create a transaction with the return 
message.


Can someone give me a little code snippet or some direction on how to 
create the transaction?  With our creating or updating a custom field.


I have read about the _RecoredTransaction but I think this may be the 
wrong route and I have not found any example code to help me out.


Have you read 
https://docs.bestpractical.com/rt/4.4.1/RT/Transaction.html#Create ?


Probably more useful: 
https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Comment


The simplest way to call it, given a RT::Ticket object named ticket:

$ticket->Comment( Content => "I'm A Little Teapot" );

And now you have a new comment transaction.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Bryon Baker]

Don't sweat it I will continue to research I was hoping that someone had some 
pointers

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] 
Sent: Tuesday, October 11, 2016 4:12 PM
To: Bryon Baker <bba...@copesan.com>
Cc: rt-users <rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] create transaction record

On Tue, Oct 11, 2016 at 4:09 PM, Bryon Baker <bba...@copesan.com> wrote:
> Yes I thought of the custom field and that would be easy, but I have so many 
> now. I just didn't want to add another.  But if I can't find anything else 
> that is what I will do eventually.

I'm sure there is a way to add a txn - apparently I've never done it and would 
have to research (which I have no time for.)

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Matt Zagrabelny]

On Tue, Oct 11, 2016 at 4:09 PM, Bryon Baker  wrote:
> Yes I thought of the custom field and that would be easy, but I have so many 
> now. I just didn't want to add another.  But if I can't find anything else 
> that is what I will do eventually.

I'm sure there is a way to add a txn - apparently I've never done it
and would have to research (which I have no time for.)

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Matt Zagrabelny]

On Tue, Oct 11, 2016 at 2:25 PM, Bryon Baker  wrote:
> Yes that is what I am doing I hoping for some kind of call like 
> "$RT::Logger->debug" for logging. But I have not found anything.  The web 
> service call is actually being executed from inside custom home built actions.

That would work. Or:

RT->Logger->debug('a line of debug');

Regarding creating a txn for the ticket history: I may have at one
time created a txn and added it to the history, but I'm not seeing any
code examples in my extensions. I don't quite remember how and don't
have time to dig into the RT upstream code.

You could create a custom field called Web Services and set that CF to
whatever value your web services returns. That is pretty easy.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Bryon Baker]

Yes that is what I am doing I hoping for some kind of call like 
"$RT::Logger->debug" for logging. But I have not found anything.  The web 
service call is actually being executed from inside custom home built actions.

Thanks Matt come up with any ideas it would be greatly appreciated.


Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] 
Sent: Tuesday, October 11, 2016 2:18 PM
To: Bryon Baker <bba...@copesan.com>
Cc: rt-users <rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] create transaction record

On Tue, Oct 11, 2016 at 1:54 PM, Bryon Baker <bba...@copesan.com> wrote:
> Matt
> Thanks for the reply.
>
> All I want to do is add an entry in the ticket history that contains the 
> return information from the call to the web service.  I have the information 
> logged to the log file, but I also want an entry record in the history of the 
> ticket.  So no action something very simple.
>
> I know when a custom fields are changed or updated this information shows up 
> in the history of the ticket.  With the web service call a message is 
> received but a custom field is not needed for the information, just would 
> like an entry in the history of the ticket of the message from web service 
> call.

I hear what you are saying. I don't know off the top of my head how to 
accomplish it.

So you have:

Email -> RT -> Scrip gets triggered -> Web service call is made

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Bryon Baker]

Matt
Thanks for the reply.

All I want to do is add an entry in the ticket history that contains the return 
information from the call to the web service.  I have the information logged to 
the log file, but I also want an entry record in the history of the ticket.  So 
no action something very simple.

I know when a custom fields are changed or updated this information shows up in 
the history of the ticket.  With the web service call a message is received but 
a custom field is not needed for the information, just would like an entry in 
the history of the ticket of the message from web service call.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] 
Sent: Tuesday, October 11, 2016 1:47 PM
To: Bryon Baker <bba...@copesan.com>
Cc: rt-users <rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] create transaction record

On Mon, Oct 10, 2016 at 4:16 PM, Bryon Baker <bba...@copesan.com> wrote:
> Hello List
>
>
>
> I have created a custom scrip the will respond to an email via a web 
> service call.  I would like to create a transaction with the return message.

What do you want the txn to do? Set a custom field, change an owner, etc?

> Can someone give me a little code snippet or some direction on how to 
> create the transaction?  With our creating or updating a custom field.

Generally you would probably want to have two scrips:

1. On Condition C, reply to (or notify) requestor using template T

2. On Condition C, perform your specific txn using a blank template.

But it is hard to give advice without a little more clarity in your question.

Thanks,

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Matt Zagrabelny]

On Tue, Oct 11, 2016 at 1:54 PM, Bryon Baker  wrote:
> Matt
> Thanks for the reply.
>
> All I want to do is add an entry in the ticket history that contains the 
> return information from the call to the web service.  I have the information 
> logged to the log file, but I also want an entry record in the history of the 
> ticket.  So no action something very simple.
>
> I know when a custom fields are changed or updated this information shows up 
> in the history of the ticket.  With the web service call a message is 
> received but a custom field is not needed for the information, just would 
> like an entry in the history of the ticket of the message from web service 
> call.

I hear what you are saying. I don't know off the top of my head how to
accomplish it.

So you have:

Email -> RT -> Scrip gets triggered -> Web service call is made

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] create transaction record

[Matt Zagrabelny]

On Mon, Oct 10, 2016 at 4:16 PM, Bryon Baker  wrote:
> Hello List
>
>
>
> I have created a custom scrip the will respond to an email via a web service
> call.  I would like to create a transaction with the return message.

What do you want the txn to do? Set a custom field, change an owner, etc?

> Can someone give me a little code snippet or some direction on how to create
> the transaction?  With our creating or updating a custom field.

Generally you would probably want to have two scrips:

1. On Condition C, reply to (or notify) requestor using template T

2. On Condition C, perform your specific txn using a blank template.

But it is hard to give advice without a little more clarity in your question.

Thanks,

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017