RT 3.8.17 Documentation

RT::Action::CreateTickets

NAME
SYNOPSIS
DESCRIPTION
- FORMAT
- Acceptable fields
AUTHOR
SEE ALSO

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>

RT 3.8.17 Documentation

RT::Action::CreateTickets

NAME

SYNOPSIS

DESCRIPTION

FORMAT

Acceptable fields

AUTHOR

SEE ALSO

Parse TEMPLATE_CONTENT, DEFAULT_QUEUE, DEFAULT_REQEUESTOR ACTIVE

_ParseMultilineTemplate

_ParseXSVTemplate