Tharn at 00:58, 14 August 2016

2016-08-14T00:58:52Z

← Older revision		Revision as of 20:58, 13 August 2016
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	Dan Dofton, Four County Library System, [mailto:ddofton@4cls.org ddofton@4cls.org]		Dan Dofton, Four County Library System, [mailto:ddofton@4cls.org ddofton@4cls.org]

	PREP CODE		=== PREP CODE ===
			<pre>
	my $requestor_address = $self->TicketObj->RequestorAddresses;		my $requestor_address = $self->TicketObj->RequestorAddresses;
	my $domain = "example.org";		my $domain = "example.org";
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	return 1;		return 1;
	}		}
			</pre>

	~~CLEANUP CODE~~

			=== CLEANUP CODE ===
			<pre>
	my $T_Obj = $self->TicketObj;		my $T_Obj = $self->TicketObj;
	my $requestor_address = $T_Obj->RequestorAddresses;		my $requestor_address = $T_Obj->RequestorAddresses;
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	$CF_Obj->LoadByName( Name => $cf_name, Queue => '0',);		$CF_Obj->LoadByName( Name => $cf_name, Queue => '0',);
	$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );		$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
	$CF_Obj->AddValueForObject( Object => $T_Obj,		$CF_Obj->AddValueForObject( Object => $T_Obj, Content => $cf_value, );
	Content => $cf_value, );
	return 1;		return 1;

			</pre>

	== CustomField values based on incoming To: address ==		== CustomField values based on incoming To: address ==
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	return 1;		return 1;

			=== Custom Action cleanup code ===

	~~Custom Action cleanup code:~~		<pre>

	my $to = $self->TicketObj->Transactions->First->Attachments->First->GetHeader("To");		my $to = $self->TicketObj->Transactions->First->Attachments->First->GetHeader("To");

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	return 1;		return 1;

			</pre>

	== CustomField values based on Requestor Address ==		== CustomField values based on Requestor Address ==
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	Custom Action cleanup code:		=== Custom Action cleanup code ===

	<~~nowiki~~>my $T_Obj = $self->TicketObj;		<pre>
			my $T_Obj = $self->TicketObj;
	my $requestor_address = $T_Obj->RequestorAddresses;		my $requestor_address = $T_Obj->RequestorAddresses;
	my $cf_value;		my $cf_value;
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	Content => $cf_value, );		Content => $cf_value, );
	return 1;		return 1;
	</~~nowiki~~>		</pre>

	== Troubleshooting ==		== Troubleshooting ==
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	RT::Principal=HASH(0xa354040) HasRight called with no valid object (/usr/share/request-tracker3.4/lib/RT/Principal_Overlay.pm:293)		RT::Principal=HASH(0xa354040) HasRight called with no valid object (/usr/share/request-tracker3.4/lib/RT/Principal_Overlay.pm:293)


	This call failed due to Queue => '0'.		This call failed due to Queue => '0'.

Admin: 2 revisions imported

2016-04-06T20:03:18Z

2 revisions imported

New page

This scrip will set a global custom field value according to a requestor's email address. We only want to set this field for users in a specific domain. You need to give requestors [[ModifyCustomFields]] rights. Took me too long to get this to work. Hope it helps someone.

Dan Dofton, Four County Library System, [mailto:ddofton@4cls.org ddofton@4cls.org]

PREP CODE

my $requestor_address = $self->TicketObj->RequestorAddresses;
my $domain = "example.org";
if ( $requestor_address !~ /$domain$/i ) {
return 0;
}
else {
return 1;
}

CLEANUP CODE

my $T_Obj = $self->TicketObj;
my $requestor_address = $T_Obj->RequestorAddresses;
my $cf_value;
my $CF_Obj = RT::CustomField->new($self->CurrentUser);
my $domain = "example.org";
my $cf_name = "customfieldname";

if ( $requestor_address =~ m#^(..)\.\w+\@$domain#i ) {
# make cf_value = the first two characters of the email address if pattern is matched.
$cf_value = uc $1;
$RT::Logger->debug( $self . " cf_value = ". $cf_value ."\n");
}
else {
$cf_value = "DEFAULT";
$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
}

$CF_Obj->LoadByName( Name => $cf_name, Queue => '0',);
$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
$CF_Obj->AddValueForObject( Object => $T_Obj,
Content => $cf_value, );
return 1;

== CustomField values based on incoming To: address ==

Because we have multiple email addresses feeding into one queue, I needed a way to set a custom field based on the To: address a ticket was sent to. This is what I came up with, based on Dan Dofton's code above and help from Robert Spier.

Travis Campbell

Condition: [[OnCreate]] Action: User Defined

Custom Action prep code:

return 1;

Custom Action cleanup code:

my $to = $self->TicketObj->Transactions->First->Attachments->First->GetHeader("To");

my $cf_value = "";
$cf_value = "Value1" if ($to =~ /^address1/i);
$cf_value = "Value2" if ($to =~ /^address2/i);
$cf_value = "Value3" if ($to =~ /^address3/i);
$cf_value = "Value4" if ($to =~ /^address4/i);
$cf_value = "Value5" if ($to =~ /^address5/i);

my $CF_Obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Site";

$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );

$CF_Obj->LoadByName( Name => $cf_name, Queue => '0',);
$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
$CF_Obj->AddValueForObject( Object => $self->TicketObj,
Content => $cf_value, );
return 1;

== CustomField values based on Requestor Address ==

Expanding on the two examples above here's a scrip that extracts both the username and domain name portion from the Requestor's Email address, took an hour or so to knock up, hopefully it will save some time for non Perl heads like myself.

Condition: [[OnCreate]] Action: User Defined

Custom Action prep code:

return 1;

Custom Action cleanup code:

<nowiki>my $T_Obj = $self->TicketObj;
my $requestor_address = $T_Obj->RequestorAddresses;
my $cf_value;
my $CF_Obj = RT::CustomField->new($self->CurrentUser);
my $cf_name = "Custom Field Name"; #change this to the CF name

$requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/;
# $1 returns the username, $2 returns the domain name
$cf_name = $2

$CF_Obj->LoadByName( Name => $cf_name,);
$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
$CF_Obj->AddValueForObject( Object => $self->TicketObj,
Content => $cf_value, );
return 1;
</nowiki>

== Troubleshooting ==

I found that this error started happening, possibly after an upgrade or some queue changes:

RT::Principal=HASH(0xa354040) HasRight called with no valid object (/usr/share/request-tracker3.4/lib/RT/Principal_Overlay.pm:293)

This call failed due to Queue => '0'.

$CF_Obj->LoadByName( Name => $cf_name, Queue => '0',);

Replaced with

$CF_Obj->LoadByName( Name => $cf_name );

= RT 3.8 and up =

Some working examples at [[SetCustomFieldViaMail]]

AutomaticCustomFieldValue - Revision history

Tharn at 00:58, 14 August 2016

Admin: 2 revisions imported