Tharn at 01:17, 14 August 2016

2016-08-14T01:17:15Z

← Older revision		Revision as of 21:17, 13 August 2016
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	* Custom Condition:		* Custom Condition:

	<~~nowiki~~># make sure we are called from a on create condition and		<pre>
			# make sure we are called from a on create condition and
	# make sure department is filled out		# make sure department is filled out
	if (		if (
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	}		}

	</~~nowiki~~>		</pre>

	* Custom action preparation code:		* Custom action preparation code:

	<~~nowiki~~># example: for 'Systems' the group is 'Head Systems'		<pre>
			# example: for 'Systems' the group is 'Head Systems'
	my $derivedGroupName = 'Head ' . $self->TicketObj->FirstCustomFieldValue('Department');		my $derivedGroupName = 'Head ' . $self->TicketObj->FirstCustomFieldValue('Department');

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	return 1;		return 1;
	}		}
	</~~nowiki~~>		</pre>

	* Custom action cleanup code:		* Custom action cleanup code:

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2016-04-06T20:15:49Z

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BillCole: Reverted edits by 208.70.50.7 (talk | block) to last version by Best Practical

2012-08-21T03:44:38Z

Reverted edits by 208.70.50.7 (talk | block) to last version by Best Practical

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208.70.50.7: Missing a 't' in 'Script'

2012-07-30T01:23:23Z

Missing a 't' in 'Script'

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= Overview =

Dept heads need to see and reply to tickets opened by their staff. This is accomplished by giving the global 'Cc' group [[ShowTicket]] perms and automatically making the dept head a Cc on the ticket.

On create in the case that [[CustomField]].Department = 'Foo' then add group 'Head Foo' as a Cc. Be sure to first check that the Requestor is not in the 'Head Foo' group. That may be problematic for odd departments or units with more than one member in a 'Head x' group. (See also [[OnCreateAddGroupCc]].)

= Script =

All tickets have a Department custom field mapping the ticket to a dept. I globally grant the Cc role [[ShowTicket]] and [[ReplyToTicket]] permission and then add the department head as Cc on their staff's tickets. This way they can add comments and be aware of issues in their department. I do not yet wish to give them powers such as [[ModifyTicket]], so they can't monkey with priorities etc. Therefore, I felt Cc more appropriate than [[AdminCc]] even after granting extra rights to Cc.

* <nowiki>Description: ''</nowiki>[[OnCreateSetDeptHeadCc]]<nowiki>'' </nowiki>
* <nowiki>Condition: ''User Defined'' </nowiki>
* <nowiki>Action: ''User Defined'' </nowiki>
* <nowiki>Template: ''Global template: Blank'' </nowiki>
* <nowiki>Stage: ''</nowiki>[[TransactionCreate]]<nowiki>'' </nowiki>

* Custom Condition:

<nowiki># make sure we are called from a on create condition and
# make sure department is filled out
if (
(
($self->TransactionObj->Type eq "Create")
|| ($self->TransactionObj->Type eq "CustomField")
) && (
$self->TicketObj->FirstCustomFieldValue('Department')
&& ($self->TicketObj->FirstCustomFieldValue('Department') ne 'None')
)
) {
#$RT::Logger->info("Met User Defined OnCreateSetDeptHeadCc Condition #".
# $self->TicketObj->id ." ".
# $self->TicketObj->FirstCustomFieldValue('Department') );
return 1;
} else {
#$RT::Logger->info("Did Not Meet User Defined OnCreateSetDeptHeadCc Condition #".
# $self->TicketObj->id ." ". $self->TicketObj->FirstCustomFieldValue('Department') );
return undef;
}

</nowiki>

* Custom action preparation code:

<nowiki># example: for 'Systems' the group is 'Head Systems'
my $derivedGroupName = 'Head ' . $self->TicketObj->FirstCustomFieldValue('Department');

# instantiated a group object
my $groupObj = RT::Group->new($RT::SystemUser);
$groupObj->LoadUserDefinedGroup($derivedGroupName);
return undef unless $groupObj;

# one doesn't want to be a requestor and a Cc on the same ticket.
# don't add group as CC if requestor is in that group
# this could certainly be a problem if there are multiple members in a group
my $requestorsGroupObj = $self->TicketObj->Requestors;
# UMO grabs group members in subgroups too it is recursive
my $requestorsMembersObj = $requestorsGroupObj->UserMembersObj;

my $userObj;
while ($userObj = $requestorsMembersObj->Next) {
if ($groupObj->HasMember($userObj->PrincipalObj)) {
$RT::Logger->info("Requestor '" . $userObj->Name .
"' is in group '$derivedGroupName' not adding Cc on ticket #" .
$self->TicketObj->id );

return undef;
}
}

# add group as Cc on ticket. see Ticket_Overlay.pm
$RT::Logger->info("Add group '$derivedGroupName' as Cc on ticket #" .
$self->TicketObj->id );
my ($success, $msg)= $self->TicketObj->AddWatcher(
Type => "Cc",
PrincipalId => $groupObj->PrincipalId);

if (! $success) {
$RT::Logger->info($msg);
return undef;
} else {
return 1;
}
</nowiki>

* Custom action cleanup code:

<nowiki># blank

</nowiki>

== Include CC Tickets in SelfService ==

After the Department head has been made CC on a ticket they need an easy way to view all such tickets. So, let's modify [[SelfService]] to show them.

Put the pieces in place:

[root@lakshmi Elements]# mkdir -p /usr/local/rt/html/SelfService/Elements
[root@lakshmi Elements]# cp MyRequests /usr/local/rt/html/SelfService/Elements

Make one small change.

[root@lakshmi Elements]# diff -u MyRequests /usr/local/rt/html/SelfService/Elements/MyRequests
--- MyRequests 2005-02-01 06:20:40.000000000 -0800
+++ /usr/local/rt/html/SelfService/Elements/MyRequests 2006-02-27 11:00:31.000000000 -0800
@@ -70,7 +70,7 @@
$title ||= loc("My [_1] tickets", $friendly_status);
my $MyTickets;
$MyTickets = new RT::Tickets ($session{'CurrentUser'});
-$MyTickets->LimitWatcher(TYPE => 'Requestor', VALUE => $session{'CurrentUser'}->EmailAddress);
+$MyTickets->LimitWatcher(VALUE => $session{'CurrentUser'}->EmailAddress);
$MyTickets->OrderBy(FIELD => 'id', ORDER => 'ASC');

foreach my $status (@status) {

= Bugs in Solution =

* If there is more than one user in a 'Head X' group and one user opens a ticket, the other user will not become a Cc.

This would in an issue in departments with more than one "head". We can worry about that later. (Also see [[OnCreateAddGroupCc]].)

* If the Department changes during the life of the ticket, the new Cc will be added, but the old Cc will not be removed.

* How can send the [[AutoReply]] to the department head as well as the requestor?

OnCreateSetDeptHeadCc - Revision history

Tharn at 01:17, 14 August 2016

Admin: 4 revisions imported

BillCole: Reverted edits by 208.70.50.7 (talk | block) to last version by Best Practical

208.70.50.7: Missing a 't' in 'Script'