[rt-users] Notify based on CF

Josh Narins jnarins at seniorbridge.com
Wed Dec 8 18:35:40 EST 2010


You declare "my %org" but then use the variable as %orgs with "= $orgs{$cfvalue}"

The extra s is the problem.

From: Kurt Engle [mailto:engle at 4j.lane.edu]
Sent: Wednesday, December 08, 2010 06:20 PM
To: Kenneth Crocker <kfcrocker at lbl.gov>
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Notify based on CF

Ken... I pretty much have this working but I am getting an error in the code of the scrip that you sent me. Here is the scrip as I ahve it on my system:
----
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $ownerid = 10; # Nobody

my %org = qw(
    ComputerandInformationSvs    34
    SEHS            34
    );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "Building");
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue('Building');
$cfvalue =~ s/\s+//g;

my $ownerid = $orgs{$cfvalue};


# set new Ticket Owner ID

$ticket->SetOwner($ownerid);

return 1;

-----

I am getting this error when it runs:
 Scrip 24 Prepare failed: Global symbol "%orgs" requires explicit package name at (eval 6318) line 16. (/opt/rt3/bin/../lib/RT/Action/UserDefined.pm:64)

If I remove the 'my $ownerid = $orgs{$cfvalue};' line the error goes away and, of course, the last line does not work.

Kurt Engle
Network Engineer
Eugene 4J Schools

________________________________
From: "Kenneth Crocker" <kfcrocker at lbl.gov>
To: rt-users at lists.bestpractical.com
Sent: Thursday, December 2, 2010 9:26:59 AM
Subject: Re: [rt-users] Notify based on CF

Kurt,

Sorry, I forgot to change this line:

my $cfvalue = $ticket->FirstCustomFieldValue('CF Name');

Kenn
LBNL


On Thu, Dec 2, 2010 at 9:25 AM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> wrote:
Kurt,

I agree with Kevin. The following is a simple scrip that sets the Owner based on the value in a Custom Field array:

Name: Set owner on CF
Condition:On Create
Action:User-defined
Template: Blank
Stage: TransactionCreate or TransactionBatch


Custom Action Prep:
# ------------------------------------------------------------------- #
# Set ticket owner based on Custom Field
# KFCrocker  6/01/09
# ------------------------------------------------------------------- #
# set new ticket owner id value

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $ownerid = 10; # Nobody

my %orgs = qw(
           value1        999
           value2        999
           value3        999
          );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CF Name");
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};

# set new Ticket Owner ID

$ticket->SetOwner($ownerid);

return 1;

Custom Action Cleanup:
return 1;

Then follow up by creating a separate notification on Owner change.

Hope this helps.

Kenn
LBNL


On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle <engle at 4j.lane.edu<mailto:engle at 4j.lane.edu>> wrote:
I have RT::Extension::ExtractCustomFieldValues installed and working. I do not have a problem populating the CF of a ticket. What I do need is a way to test that value and then notify an e-mail address based on the CF value.

Basically, I need some help with Perl to accomplish this...

Kurt Engle


________________________________
From: "Josh Narins" <jnarins at seniorbridge.com<mailto:jnarins at seniorbridge.com>>
To: "Kurt Engle" <engle at 4j.lane.edu<mailto:engle at 4j.lane.edu>>, "rt-users" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Sent: Thursday, December 2, 2010 6:26:56 AM
Subject: RE: [rt-users] Notify based on CF


Do you want a partial solution, to get started?

I installed RT::Extension::ExtractCustomFieldValues and I think your first step would be to add a Scrip for "On Create" with action "Extract Custom Field Values" but exactly what you'd need to do then eludes me. Something like "Create a template where the To: line is based on the value in the Custom Field"

But I'm still pretty new at all this RT stuff.



Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins at seniorbridge.com<mailto:jnarins at seniorbridge.com>
seniorbridge.com<http://www.seniorbridge.com/>



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From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kurt Engle
Sent: Wednesday, December 01, 2010 7:05 PM
To: rt-users
Subject: [rt-users] Notify based on CF

I am interested in setting up a notification tree based on a Custom Field value. Basically, I have one Q that accepts tickets from multiple physical locations. I have a tech at each location. I would like the tech at location X to be notified when a ticket comes in with the Custom Field  Location=X . When the CF Location=Y, I want a different tech notified, etc...

Thanks for any help..

Kurt Engle


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