adric.net

### example_scrip for RT automation
# if applicable run scrip actions:
##if ticket's subject line matches 'keywordstring'
##  and ticket's sender matches 'root@hostname'
##then
##  assign ticket to Application Queue
##  assign ticket to Inspector value of CF Application
##  comment ticket "autofiled and autoresolved by scrip" with datestamp
##  set ticket status to resolved
### from: http://wiki.bestpractical.com/view/WriteCustomCondition
### and: http://wiki.bestpractical.com/view/ApproximateSeparateQueues
### and: Request Tracker Boot Camp Presentation.pdf
### Condition: On Create
### Action: User Defined
### Template: Global template: Blank ## maybe autofiling_template
### Custom Condition:
##if ticket's subject line matches 'Low risk emergency maintenance notice at'
##  and ticket's sender matches 'root@inspector'
### subject match on keyword and sender for only one transaction
if ($self->TransactionObj->Subject =~ /keyword/i
    && $self->TransactionObj->CreatorObj->EmailAddress =~ /root\@hostname/i
    && $self->TicketObj->Transactions->Count == 1) {            ## not certain?
  1;
} else {
  0;
}
### Custom action preparation code: 
return 1;
### Custom Action Cleanup Code: 
# get ticket object
my $ticket = $self->TicketObj;
my $scriptname = "RT Autofile Scrip v0.0";
my $newqueue = "2"; ## 2 for Application
##  assign ticket to Application Queue unless we can't
$ticket->SetQueue($newqueue);
my ($status, $msg) = $ticket->SetQueue($newqueue);
unless ($status) {
  $RT::Logger->error($scriptname.": unable to set #".$ticket->id." to queue: "$newqueue."with". $msg);
  return undef;
}
$RT::Logger->info($scriptname.": Auto assign ticket #". $ticket->id ." to queue #".$newqueue );
##  assign ticket to Inspector value of CF Application
my $CF_name = 'Application';
my $CF = RT::CustomField->new( $RT::SystemUser );
$CF->LoadByNameAndQueue( Name => $CF_name, Queue => $ticket->Queue );
my $CF_value = 'Inspector';
$self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $CF_value );
unless ( $CF->id ) {
  $RT::Logger->error($scriptname." : assign failed. RT#". $ticket->id." ".$CF->id." ".$CF_value );
  return undef; ## bad.
}
$RT::Logger->info($scriptname." : Auto assign RT#". $ticket->id ." CF ".$CF->id . " to value ". $cf_value );
##  comment ticket "autofiled and autoresolved by scrip" with datestamp
###   This is performed by template and logged as we go.
##  set ticket status to resolved
my ($status, $msg) = $ticket->SetStatus('resolved');
unless ($status) {
  $RT::Logger->error($scriptname.": unable to resolve #".$ticket->id);
}
$RT::Logger->info($scriptname." : Auto resolve RT#". $ticket->id);
return 1;
###