Added updated versions of scrips for DM RT process.
This commit is contained in:
Peter Edmond
parent
9522d0fb63
commit
2905301976
74
Scrip25.txt
Normal file
74
Scrip25.txt
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#Check and change queue as required
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# On create
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# User Defined
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my $txn = $self->TransactionObj;
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my $type = $txn->Type;
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my $ticket = $self->TicketObj;
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if ($ticket->Status() ne "New") {
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return 0;
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}
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return 1;
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# Custom action
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return 1;
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# Commit:
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my $ticket = $self->TicketObj;
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my $queue = $ticket->FirstCustomFieldValue('Hub Queue');
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#if ($ticket->Status() ne "new") {
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# return 1;
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#}
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#This potentially means that the email is spam if it's missing, so we could potentially move it somewhere else?
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if ($ticket->FirstCustomFieldValue('Inquirer Email') eq '') {
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return 0;
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}
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$ticket->Comment(Content => 'AUTO: Scrip #25New ticket. Current queue is: '.$ticket->QueueObj->Name.'. Required queue is: '.$queue);
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#Now change Queue
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#Get current queue?:
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if (($queue eq $ticket->QueueObj->Name) || ($queue eq "")) {
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$ticket->Comment(Content => 'AUTO: Scrip #25 Leaving in current queue');
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my ($status, $msg) =$ticket->SetStatus('Inquirer Autoresponse Sent');
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} else {
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my ($status, $msg) = $ticket->SetQueue( $queue);
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if ($status == 0) {
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$ticket->Comment(Content => 'AUTO: Scrip #25 Error changing queue to: '.$queue.' - '.$msg);
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} else {
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$ticket->Comment(Content => 'AUTO: Scrip #25 Changing queue to: '.$queue);
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my ($status, $msg) =$ticket->SetStatus('Inquirer Autoresponse Sent');
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}
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}
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# Check and assign Queue Managers =======
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my $groupname;
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if (( $ticket->QueueObj->Name) eq "Contact Facilitator") {
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$groupname="Inquiries - Contact Facilitator";
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} elsif (( $ticket->QueueObj->Name) eq "Contact North America") {
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$groupname="Inquiries - Hub North America";
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} else {
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$groupname="Inquiries - Test";
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}
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my $groupObj = RT::Group->new($RT::SystemUser);
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$groupObj->LoadUserDefinedGroup($groupname);
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return undef unless $groupObj;
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my $role = RT::CustomRole->new( $self->CurrentUser );
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$role->Load( "Queue Managers" );
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my ($success, $msg) = $self->TicketObj->AddWatcher( Type => $role->GroupType, PrincipalId => $groupObj->Id );
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return 1;
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68
Scrip26.txt
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68
Scrip26.txt
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#Enhanced send equirer email:
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#Custom condition:
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# This script first checks if the inquirer has already been messaged
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# Then assembles email
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# Sends email
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# Sets flag that inquirer has already been messaged.
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my $txn = $self->TransactionObj;
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my $type = $txn->Type;
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return 0 unless $self->TicketObj->FirstCustomFieldValue('Inquirer Auto-Response Sent') ne 'Yes';
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return 0 unless $type eq "Status" || ( $type eq 'Set' && $txn->Field eq 'Status');
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return 0 unless $self->TicketObj->Status eq "Inquirer Autoresponse Sent";
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return 1;
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# Custom Action Preparation Code:
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require RT::Action::SendEmail;
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use strict;
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use vars qw/@ISA/;
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@ISA = qw(RT::Action::SendEmail);
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$self->SetRecipients();
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$self->SUPER::Prepare();
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$self->SUPER::Commit();
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sub SetRecipients {
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my $self = shift;
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my $ticket = $self->TicketObj;
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my ( @To, @PseudoTo, @Cc, @Bcc );
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my $arg ='Owner,Requestor,AdminCc,Cc';
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##Requestor
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#push @To, $ticket->Requestors->MemberEmailAddresses;
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push @To, $ticket->FirstCustomFieldValue('Inquirer Email');
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my $creator = "Davis Admin";
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@{ $self->{'To'} } = @To;
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}
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my $value_set = $self->TicketObj->AddCustomFieldValue(Field => 'Inquirer Auto-Response Sent', Value => 'Yes');
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# $self->TicketObj->Comment(Content => 'AUTO Scrip #26 changing sent status:- '.$value_set);
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unless ($value_set) {
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$RT::Logger->error("Failed to set custom field value for 'Inquirer Auto-Response Sent'");
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return 0;
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}
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$RT::Logger->error($self->TransactionObj->Type);
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$RT::Logger->error($self->TransactionObj->NewValue);
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1;
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# Custom Commit Code:
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# Now move ticket to next step as required.
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my $ticket = $self->TicketObj;
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$ticket->Comment(Content => 'AUTO Scrip #26 - sent email to inquirer');
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my ($status, $msg) =$ticket->SetStatus('Redacted Facilitator Email Sent');
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1;
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72
Scrip27.txt
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72
Scrip27.txt
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@ -0,0 +1,72 @@
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# Enhanced send facilitator initial email
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# Custom conditions
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# Custom Email
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# Template - Send Facilitator Email
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# Conditions:
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# This script first checks for correct status
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# Then assembles email
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# Sends email
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my $txn = $self->TransactionObj;
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my $type = $txn->Type;
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return 0 unless $type eq "Status" || ( $type eq 'Set' && $txn->Field eq 'Status');
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return 0 unless $self->TicketObj->Status eq "Redacted Facilitator Email Sent";
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return 1;
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# Custom preparation:
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require RT::Action::SendEmail;
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use strict;
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use vars qw/@ISA/;
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@ISA = qw(RT::Action::SendEmail);
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#STOP RACE CONDITION!
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if ($self->TicketObj->Status() ne "Redacted Facilitator Email Sent") {
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if ($self->TicketObj->Status() ne "Re-send Facilitator Email") {
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return 0;
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}
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}
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$self->SetRecipients();
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$self->SUPER::Prepare();
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$self->SUPER::Commit();
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sub SetRecipients {
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my $self = shift;
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my $ticket = $self->TicketObj;
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my ( @To, @PseudoTo, @Cc, @Bcc );
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my $arg ='Owner,Requestor,AdminCc,Cc';
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##Requestor
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#push @To, $ticket->Requestors->MemberEmailAddresses;
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push @To, $ticket->FirstCustomFieldValue('Facilitator Email');
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my $creator = "Davis Admin";
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@{ $self->{'To'} } = @To;
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}
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1;
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# Custom Commit
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#Move to Redacted Facilitator email sent.
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my $ticket = $self->TicketObj;
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my $facilitator = $ticket->FirstCustomFieldValue('Facilitator Email');
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if ($ticket->FirstCustomFieldValue('Facilitator Email') eq '') {
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return 0;
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}
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$ticket->Comment(Content => 'AUTO Scrip #27: Email sent. Facilitator is: '.$ticket->FirstCustomFieldValue('Facilitator Email'));
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#$ticket->Comment(Content => 'AUTO Scrip #27: Redacted Facilitator Email Sent');
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#my ($status, $msg) = $ticket->SetStatus('Redacted Facilitator Email Sent');
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return 1;
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69
Scrip28.txt
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69
Scrip28.txt
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@ -0,0 +1,69 @@
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# Enhanced Send Facilitator Unredacted Email
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#
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#
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# Template - Demo Send Facilitators Full Email
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# Custom Conditions:
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# This script first checks for correct status
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# Then assembles email
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# Sends email
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my $txn = $self->TransactionObj;
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my $type = $txn->Type;
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return 0 unless $type eq "Status" || ( $type eq 'Set' && $txn->Field eq 'Status');
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return 0 unless $self->TicketObj->Status eq "Facilitator Accepted";
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return 1;
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# Custom Preparation
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require RT::Action::SendEmail;
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use strict;
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use vars qw/@ISA/;
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@ISA = qw(RT::Action::SendEmail);
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#STOP RACE CONDITION!
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if ($self->TicketObj->Status() ne "Facilitator Accepted") {
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return 0;
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}
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$self->SetRecipients();
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$self->SUPER::Prepare();
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$self->SUPER::Commit();
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sub SetRecipients {
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my $self = shift;
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my $ticket = $self->TicketObj;
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my ( @To, @PseudoTo, @Cc, @Bcc );
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my $arg ='Owner,Requestor,AdminCc,Cc';
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##Requestor
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#push @To, $ticket->Requestors->MemberEmailAddresses;
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push @To, $ticket->FirstCustomFieldValue('Facilitator Email');
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my $creator = "Davis Admin";
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@{ $self->{'To'} } = @To;
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}
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1;
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# Custom commit
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# Move to Full Facilitator Email Sent and detailed email sent.
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my $ticket = $self->TicketObj;
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my $facilitator = $ticket->FirstCustomFieldValue('Facilitator Email');
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if ($ticket->FirstCustomFieldValue('Facilitator Email') eq '') {
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return 0;
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}
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$ticket->Comment(Content => 'AUTO Scrip #28: Email with all details sent. Facilitator is: '.$ticket->FirstCustomFieldValue('Facilitator Email'));
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$ticket->Comment(Content => 'AUTO Scrip #28: Changing status to "Full Facilitator Email Sent"');
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my ($status, $msg) = $ticket->SetStatus('Full Facilitator Email Sent');
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return 1;
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50
Scrip29.txt
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50
Scrip29.txt
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@ -0,0 +1,50 @@
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# On receiving email (On correspondence):
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# - Set Action Needed custom flag
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# Custom condition:
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return 0 unless $self->TransactionObj->Type eq "Correspond";
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return 0 unless $self->TicketObj->FirstCustomFieldValue('Action Needed') ne "Yes";
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#$self->TicketObj->Comment(Content => 'AUTO Scrip #29 Setting Action Needed - Condition');
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#return 0 unless $self->TicketObj->Transactions->Last eq 'Email';
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#return 0 unless $self->TicketObj->Transactions->Last->CreatorObj->Privileged;
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1;
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# Custom action preparation code:
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1;
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# Custom action commit code:
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#Set custom flag on receiving external email
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my $transaction = $self->TransactionObj;
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my $creator_id = $transaction->Creator;
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# Get the Ticket object
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my $ticket = $self->TicketObj;
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# Retrieve the most recent transaction (action)
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my $last_transaction = $ticket->Transactions->Last;
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# Access the description of the last transaction
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my $last_transaction_description = $last_transaction->Description;
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if ($last_transaction_description eq 'Outgoing email recorded by RT_System') {
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$self->TicketObj->Comment(Content => 'AUTO Scrip #29 Setting Action Needed - Commit
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'.$last_transaction_description);
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} else {
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$self->TicketObj->AddCustomFieldValue(Field => 'Action Needed', Value => 'Yes');
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}
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return 1;
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