Re: [rt-users] scrip for updating ticket info
On Wed, Dec 16, 2009 at 5:45 PM, Juan N. DLC juann@gmail.com wrote: Hi, Is it possible to have a scrip to modify the due date priority of a ticket each time is moved from queue to queue? Yes. On the wiki you can find OnQueueChange condition. Scrip action for priority change is described in WritingScripActions article. Thanks ___ 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 -- Best regards, Ruslan. ___ 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 for updating ticket info
Juan We re-set the owner of a ticket when it moves to another Queue. This is what we use: Condition: On Queue Change # # Custom action preparation code: # return 1; # # Custom action cleanup code: # # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetOwner(10, 'Force'); return 1; Just modify it to change the ticket fields you want change and that should do it. Hope this helps. Kenn LBNL On 12/16/2009 6:45 AM, Juan N. DLC wrote: Hi, Is it possible to have a scrip to modify the due date priority of a ticket each time is moved from queue to queue? Thanks ___ 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 for updating ticket info
Thanks guys! Ken, I'm not that expert creating scrips, but I do understand the scrip below but I don't know how to edit it to set the values that I need. How to I get the values from the queue moving to and apply it to the ticket. Thanks On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker kfcroc...@lbl.gov wrote: Juan We re-set the owner of a ticket when it moves to another Queue. This is what we use: Condition: On Queue Change # # Custom action preparation code: # return 1; # # Custom action cleanup code: # # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetOwner(10, 'Force'); return 1; Just modify it to change the ticket fields you want change and that should do it. Hope this helps. Kenn LBNL On 12/16/2009 6:45 AM, Juan N. DLC wrote: Hi, Is it possible to have a scrip to modify the due date priority of a ticket each time is moved from queue to queue? Thanks -- ___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 for updating ticket info
Juan,
I don't understand your question. Edit what? If you have the data you
want to put into the ticket (and I assume you do or you can get it) then
just put the data into the filed the ticket uses, like this:
## Turns into -mm-dd format for date conversion by RT::Date
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_date = $ticket-FirstCustomFieldValue('Need-By Date');
# split up the date parts into a temporary array
my @parts = split(/[\/-]/, $cf_date);
# put date parts back together
my $date = sprintf(%d-%d-%d, $parts[2], $parts[0], $parts[1]);
my $duedate = RT::Date-new($RT::SystemUser);
$duedate-Set(Format='unknown', Value=$date);
$ticket-SetDue($duedate-ISO);
The above sets the due date with the date I got from a custom field
called Need-By Date. Just put in your data field.
$ticket-SetPriority(1);
The above sets the ticket priority to 1. You can set it to what you want.
I really don't what your data is or where it's coming from so I can't
tell you any more.
Hope this helps.
Kenn
LBNL
On 12/16/2009 10:46 AM, Juan N. DLC wrote:
Thanks guys!
Ken,
I'm not that expert creating scrips, but I do understand the scrip
below but I don't know how to edit it to set the values that I need.
How to I get the values from the queue moving to and apply it to the
ticket.
Thanks
On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker kfcroc...@lbl.gov
mailto:kfcroc...@lbl.gov wrote:
Juan
We re-set the owner of a ticket when it moves to another Queue.
This is what we use:
Condition: On Queue Change
#
# Custom action preparation code:
#
return 1;
#
# Custom action cleanup code:
#
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetOwner(10, 'Force');
return 1;
Just modify it to change the ticket fields you want change and
that should do it.
Hope this helps.
Kenn
LBNL
On 12/16/2009 6:45 AM, Juan N. DLC wrote:
Hi,
Is it possible to have a scrip to modify the due date priority
of a ticket each time is moved from queue to queue?
Thanks
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com Commercial support:
sa...@bestpractical.com mailto: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
___
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
