Admin: 2 revisions imported

2016-04-06T20:37:40Z

2 revisions imported

New page

Contributed by Fahd S.

'''Overview''' This custom action sets the corresponder as CC. A Queue is being worked on by a fixed group of support staff. The are all [[AdminCC]] and a template notifies them via email when a new ticket is created. The support staff replies/comments mostly via email. The problem was that no staff member was aware of what another staff member had replied b/c they never use the web interface. This scripts add all corresponders to CC to keep them abreast of updates to the ticket.

Description: SetCorresponderAsCC
Condition: On Correspond
Action: User Defined
Custom action preparation code:
#uncomment Logger stuff for debuging
#$RT::Logger->debug('Running Script TestScriptAddCC');

my $Actor = $self->TransactionObj->Creator;
my $Corresponder_id = $self->TransactionObj->CreatorObj->PrincipalId;
my $OwnerEmail = $self->TicketObj->OwnerObj->EmailAddress();

# exit if actor is RT_SystemUser
return 1 if $Actor->id == $RT::SystemUser->id;

# get out if corresponder is already requestor,cc or admincc.

if ( $self->TicketObj->IsWatcher( Type => 'Requestor', PrincipalId => $Corresponder_id) ){
#$RT::Logger->debug("TestScriptAddCC - Corresponder is Requestor, exit");
return 1;
}

if ( $self->TicketObj->IsWatcher( Type => 'Cc', PrincipalId => $Corresponder_id) ){
#$RT::Logger->debug("TestScriptAddCC - Corresponder is in CC, exit");
return 1;
}

if ( $self->TicketObj->IsWatcher( Type => 'AdminCc', PrincipalId => $Corresponder_id) ){
#$RT::Logger->debug("TestScriptAddCC - Corresponder is in AdminCC, exit");
return 1;
}

#RuslanZakirov's check
my ($status, $msg) = $self->TicketObj->AddWatcher(
Type => "Cc",
PrincipalId => $Corresponder_id
);

unless ( $status ) {
$RT::Logger->error("Couldn't add watcher: $msg");
}

return 1;

Template: Global template: Blank

'''Note''': On rt-3.6.1, I had to use $Actor instead of $Actor->id.

Thanks to all those who contribute ....

SetCorresponderAsCC - Revision history

Admin: 2 revisions imported