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List: rt-users
Subject: [rt-users] template to create new ticket when queue is changed
From: "Terry Krile" <terry.krile () noridian ! com>
Date: 2004-12-29 18:55:08
Message-ID: DAEMIKFFALFANHOBABAGCEHECCAA.terry.krile () noridian ! com
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[Attachment #2 (multipart/alternative)]
Greetings,
The project I'm working on requires that we create a new ticket when an
existing ticket is changed to another queue. The purpose of this
requirement is to reset the Date Created value. I've been scouring the wiki
and list archives and found bits of information here and there but while
trying to add 2+2, I'm still coming up with -1. The plan is to create a
scrip that will use a custom condition to check existing and new queue
values then use the Create Tickets action with a template that will transfer
existing ticket values to the new ticket, then finally close the existing
ticket.
Can someone provide an example of code to use for the custom condition? I
need to check the values of the existing and selected queues.
Also, what else will I need for the content of the template?
This is what I have so far:
Queue => 'Specialist',
Subject => $subject,
Owner => 'root',
Requestor => $requestor,
MIMEObj => $ticket_body,
CustomField-6 => $CustomField-5
Thanks for your advice -- I'm working on a tight deadline. I'll be happy to
update the wiki with a sample solution once I get this going.
Terry
[Attachment #5 (text/html)]
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=Content-Type content="text/html; charset=iso-8859-1">
<META content="MSHTML 6.00.2800.1479" name=GENERATOR></HEAD>
<BODY>
<DIV><SPAN class=921002218-29122004><FONT face=Arial
size=2>Greetings,</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial size=2>The project I'm
working on requires that we create a new ticket when an existing ticket is
changed to another queue. The purpose of this requirement is to reset the
Date Created value. I've been scouring the wiki and list archives and
found bits of information here and there but while trying to add 2+2, I'm still
coming up with -1. The plan is to create a scrip that will use a
custom condition to check existing and new queue values then use the Create
Tickets action with a template that will transfer existing ticket values to the
new ticket, then finally close the existing ticket.</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial size=2>Can someone provide
an example of code to use for the custom condition? I need to check the
values of the existing and selected queues.</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial size=2>Also, what else will
I need for the content of the template?</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial size=2>This is what I have
so far:</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial size=2>Queue =>
'Specialist',<BR>Subject => $subject,<BR>Owner => 'root',<BR>Requestor
=> $requestor,<BR>MIMEObj => $ticket_body,<BR>CustomField-6 =>
$CustomField-5</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial size=2>Thanks for your
advice -- I'm working on a tight deadline. I'll be happy to update
the wiki with a sample solution once I get this going.</FONT></SPAN></DIV>
<DIV><SPAN class=921002218-29122004><FONT face=Arial
size=2>Terry</FONT></SPAN></DIV></BODY></HTML>
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