RT 3.8.16 Documentation
RT::Action::CreateTickets
NAME
RT::Action::CreateTickets
Create one or more tickets according to an externally supplied template.
SYNOPSIS
===Create-Ticket codereview
Subject: Code review for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Content: Someone has created a ticket. you should review and approve it,
so they can finish their work
ENDOFCONTENT
DESCRIPTION
Using the "CreateTickets" ScripAction and mandatory dependencies, RT now has the ability to model complex workflow. When a ticket is created in a queue that has a "CreateTickets" scripaction, that ScripAction parses its "Template"
FORMAT
CreateTickets uses the template as a template for an ordered set of tickets to create. The basic format is as follows:
===Create-Ticket: identifier Param: Value Param2: Value Param3: Value Content: Blah blah blah ENDOFCONTENT ===Create-Ticket: id2 Param: Value Content: Blah ENDOFCONTENT
Each ===Create-Ticket: section is evaluated as its own Text::Template object, which means that you can embed snippets of perl inside the Text::Template using {} delimiters, but that such sections absolutely can not span a ===Create-Ticket boundary.
After each ticket is created, it's stuffed into a hash called %Tickets so as to be available during the creation of other tickets during the same ScripAction, using the key 'create-identifier', where identifier is the id you put after ===Create-Ticket:. The hash is prepopulated with the ticket which triggered the ScripAction as $Tickets{'TOP'}; you can also access that ticket using the shorthand TOP.
A simple example:
===Create-Ticket: codereview
Subject: Code review for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Content: Someone has created a ticket. you should review and approve it,
so they can finish their work
ENDOFCONTENT
A convoluted example
===Create-Ticket: approval
{ # Find out who the administrators of the group called "HR"
# of which the creator of this ticket is a member
my $name = "HR";
my $groups = RT::Groups->new($RT::SystemUser);
$groups->LimitToUserDefinedGroups();
$groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => "$name");
$groups->WithMember($TransactionObj->CreatorObj->Id);
my $groupid = $groups->First->Id;
my $adminccs = RT::Users->new($RT::SystemUser);
$adminccs->WhoHaveRight(
Right => "AdminGroup",
Object =>$groups->First,
IncludeSystemRights => undef,
IncludeSuperusers => 0,
IncludeSubgroupMembers => 0,
);
my @admins;
while (my $admin = $adminccs->Next) {
push (@admins, $admin->EmailAddress);
}
}
Queue: ___Approvals
Type: approval
AdminCc: {join ("\nAdminCc: ",@admins) }
Depended-On-By: TOP
Refers-To: TOP
Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject}
Due: {time + 86400}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}
Blah
Blah
ENDOFCONTENT
===Create-Ticket: two
Subject: Manager approval
Type: approval
Depended-On-By: TOP
Refers-To: {$Tickets{"create-approval"}->Id}
Queue: ___Approvals
Content-Type: text/plain
Content:
Your approval is requred for this ticket, too.
ENDOFCONTENT
Acceptable fields
A complete list of acceptable fields for this beastie:
* Queue => Name or id# of a queue
Subject => A text string
! Status => A valid status. defaults to 'new'
Due => Dates can be specified in seconds since the epoch
to be handled literally or in a semi-free textual
format which RT will attempt to parse.
Starts =>
Started =>
Resolved =>
Owner => Username or id of an RT user who can and should own
this ticket; forces the owner if necessary
+ Requestor => Email address
+ Cc => Email address
+ AdminCc => Email address
TimeWorked =>
TimeEstimated =>
TimeLeft =>
InitialPriority =>
FinalPriority =>
Type =>
+! DependsOn =>
+! DependedOnBy =>
+! RefersTo =>
+! ReferredToBy =>
+! Members =>
+! MemberOf =>
Content => content. Can extend to multiple lines. Everything
within a template after a Content: header is treated
as content until we hit a line containing only
ENDOFCONTENT
ContentType => the content-type of the Content field. Defaults to
'text/plain'
UpdateType => 'correspond' or 'comment'; used in conjunction with
'content' if this is an update. Defaults to
'correspond'
CustomField-<id#> => custom field value
CF-name => custom field value
CustomField-name => custom field value
Fields marked with an * are required.
Fields marked with a + may have multiple values, simply by repeating the fieldname on a new line with an additional value.
Fields marked with a ! are postponed to be processed after all tickets in the same actions are created. Except for 'Status', those field can also take a ticket name within the same action (i.e. the identifiers after ==Create-Ticket), instead of raw Ticket ID numbers.
When parsed, field names are converted to lowercase and have -s stripped. Refers-To, RefersTo, refersto, refers-to and r-e-f-er-s-tO will all be treated as the same thing.
AUTHOR
Jesse Vincent <jesse@bestpractical.com>
SEE ALSO
perl(1).
Parse TEMPLATE_CONTENT, DEFAULT_QUEUE, DEFAULT_REQEUESTOR ACTIVE
Parse a template from TEMPLATE_CONTENT
If $active is set to true, then we'll use Text::Template to parse the templates, allowing you to embed active perl in your templates.
_ParseMultilineTemplate
Parses mulitline templates. Things like:
===Create-Ticket ...
Takes the same arguments as Parse
_ParseXSVTemplate
Parses a tab or comma delimited template. Should only ever be called by Parse
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