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2016-04-06T20:15:46Z

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= NotResolved =

== Summary ==

It's just a simple condition which looks to see if the ticket isn't marked as 'resolved'. But, as I managed to write it, with the help of the mailing list and the Wiki, I want to share it. And it could, maybe, help someone else to faster understand the way to use his own conditions.

== The perl module ==

With the help of the 'local' mecanism you can customize RT to fit your needs and keep them along the updates. First you need to create a local directory for your own Conditions

$mkdir rt/local/lib/RT/Condition/

In this directory you could add all the conditions you will write. For example let's write one :

package RT::Condition::NotResolved; # declare our package name
use strict;
use base qw(RT::Condition::Generic);# nherit from generic
sub IsApplicable { # the method called by RT
my $self = shift;
my $ticket = $self->TicketObj; # we are able to retrieve the ticket object
if ($ticket->Status ne 'resolved') { # we want to check if the ticket is resolved
return(1); # if true, we can return 1, and the scrip action associated
# will be executed
}
else {
return(undef); # if false, we don't want that the scrip action will be executed
}
}
eval "require RT::Condition::NotResolved_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/NotResolved_Vendor.pm});
eval "require RT::Condition::NotResolved_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/NotResolved_Local.pm});
1;

^^ I put the file here : rt/local/lib/RT/Condition/[[NotResolved]].pm

== Tell RT that we have a new scrip condition ==

Now we must inform RT that we have added a new scrip condition in order to let people use it. Use the following data file and [[AddDatabaseRecords]] instructions:

@ScripConditions = (
{
Name => "Lors d'une r�ponse � un ticket non r�solu", # short description
Description => "Lors d'une r�ponse � un ticket non r�solu", # long description
ExecModule => 'NotResolved', # name of our module
ApplicableTransTypes => 'Correspond', # the transaction type in which
# the condition will be called
},
{
Name => "Lors d'un commentaire � un ticket non r�solu",
Description => "Lors d'un commentaire � un ticket non r�solu",
ExecModule => 'NotResolved',
ApplicableTransTypes => 'Comment',
}
);

as you can see we can use the same module for different transaction type. Available transaction types are:

* Any
* Create
* Correspond
* Comment
* Status
* Set

== Conclusion ==

Now you can simply use it directly from the web RT interface.

== Thanks ==

I want to thanks all people that have help me to better understand RT.

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