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| The custom programming to create tickets involves the Create Tickets scrip action and a template that asks a supervisor to look at the ticket asking for approval. | | The custom programming to create tickets involves the Create Tickets scrip action and a template that asks a supervisor to look at the ticket asking for approval. |
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| Here is an example of the process by RT's head honcho, Jesse Vincent:
| | Please see the [https://docs.bestpractical.com/rt/latest/customizing/approvals.html Customizing/Approvals] and [https://docs.bestpractical.com/rt/latest/RT/Action/CreateTickets.html RT::Action::CreateTickets] pages in our official documentation for more about Approvals in RT. |
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| == NAME ==
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| RT::Action::CreateTickets - Create one or more tickets according to an externally supplied template
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| == SYNOPSIS ==
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| <pre>===Create-Ticket: codereview
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| Subject: Code review for {$Tickets{'TOP'}->Subject}
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| Depended-On-By: TOP
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| Content: Someone has created a ticket. you should review and approve it,
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| so they can finish their work
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| ENDOFCONTENT</pre>
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| == DESCRIPTION ==
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| The "[[CreateTickets]]" [[ScripAction]] allows you to create automated workflows in RT, creating new tickets in response to actions and conditions from other tickets.
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| === Format ===
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| [[CreateTickets]] uses the RT template configured in the scrip as a template for an ordered set of tickets to create. The basic format is as follows:
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| <pre>===Create-Ticket: identifier
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| Param: Value
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| Param2: Value
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| Param3: Value
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| Content: Blah
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| blah
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| blah
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| ENDOFCONTENT
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| ===Create-Ticket: id2
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| Param: Value
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| Content: Blah
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| ENDOFCONTENT</pre>
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| As shown, you can put one or more <pre>===Create-Ticket:</pre> sections in a template. Each <pre>===Create-Ticket:</pre> 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 <pre>===Create-Ticket:</pre> boundary.
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| Note that each Value must come right after the Param on the same line. The Content: param can extend over multiple lines, but the text of the first line must start right after Content:. Don't try to start your <pre>Content:</pre> section with a newline.
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| After each ticket is created, it's stuffed into a hash called <pre>%Tickets</pre> making it available during the creation of other tickets during the same ScripAction. The hash key for each ticket is <pre>create-[identifier]</pre>, where <pre>[identifier]</pre> is the value you put after <pre>===Create-Ticket:</pre>. The hash is prepopulated with the ticket which triggered the ScripAction as <pre>$Tickets{'TOP'}</pre>. You can also access that ticket using the shorthand TOP.
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| A simple example:
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| <pre>===Create-Ticket: codereview
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| Subject: Code review for {$Tickets{'TOP'}->Subject}
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| Depended-On-By: TOP
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| Content: Someone has created a ticket. you should review and approve it,
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| so they can finish their work
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| ENDOFCONTENT</pre>
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| A convoluted example:
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| <pre>===Create-Ticket: approval
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| { # Find out who the administrators of the group called "HR"
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| # of which the creator of this ticket is a member
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| my $name = "HR";
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| my $groups = RT::Groups->new(RT->SystemUser);
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| $groups->LimitToUserDefinedGroups();
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| $groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => $name, CASESENSITIVE => 0);
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| $groups->WithMember($TransactionObj->CreatorObj->Id);
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| my $groupid = $groups->First->Id;
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| my $adminccs = RT::Users->new(RT->SystemUser);
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| $adminccs->WhoHaveRight(
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| Right => "AdminGroup",
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| Object =>$groups->First,
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| IncludeSystemRights => undef,
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| IncludeSuperusers => 0,
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| IncludeSubgroupMembers => 0,
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| );
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| our @admins;
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| while (my $admin = $adminccs->Next) {
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| push (@admins, $admin->EmailAddress);
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| }
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| }
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| Queue: ___Approvals
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| Type: approval
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| AdminCc: {join ("\nAdminCc: ",@admins) }
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| Depended-On-By: TOP
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| Refers-To: TOP
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| Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject}
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| Due: {time + 86400}
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| Content-Type: text/plain
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| Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}
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| Blah
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| Blah
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| ENDOFCONTENT
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| ===Create-Ticket: two
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| Subject: Manager approval
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| Type: approval
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| Depended-On-By: TOP
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| Refers-To: {$Tickets{"create-approval"}->Id}
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| Queue: ___Approvals
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| Content-Type: text/plain
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| Content: Your approval is requred for this ticket, too.
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| ENDOFCONTENT</pre>
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| === Acceptable Fields ===
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| A complete list of acceptable fields:
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| <pre>* Queue => Name or id# of a queue
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| Subject => A text string
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| ! Status => A valid status. Defaults to 'new'
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| Due => Dates can be specified in seconds since the epoch
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| to be handled literally or in a semi-free textual
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| format which RT will attempt to parse.
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| Starts =>
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| Started =>
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| Resolved =>
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| Owner => Username or id of an RT user who can and should own
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| this ticket; forces the owner if necessary
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| + Requestor => Email address
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| + Cc => Email address
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| + AdminCc => Email address
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| + RequestorGroup => Group name
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| + CcGroup => Group name
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| + AdminCcGroup => Group name
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| TimeWorked =>
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| TimeEstimated =>
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| TimeLeft =>
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| InitialPriority =>
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| FinalPriority =>
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| Type =>
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| +! DependsOn =>
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| +! DependedOnBy =>
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| +! RefersTo =>
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| +! ReferredToBy =>
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| +! Members =>
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| +! MemberOf =>
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| Content => Content. Can extend to multiple lines. Everything
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| within a template after a Content: header is treated
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| as content until we hit a line containing only
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| ENDOFCONTENT
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| ContentType => the content-type of the Content field. Defaults to
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| 'text/plain'
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| UpdateType => 'correspond' or 'comment'; used in conjunction with
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| 'content' if this is an update. Defaults to
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| 'correspond'
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| CustomField-<id#> => custom field value
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| CF-name => custom field value
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| CustomField-name => custom field value</pre>
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| Fields marked with an <pre>*</pre> are required.
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| Fields marked with a <pre>+</pre> may have multiple values, simply by repeating the fieldname on a new line with an additional value.
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| Fields marked with a <pre>!</pre> have processing postponed until after all tickets in the same actions are created. Except for <pre>Status</pre>, those fields can also take a ticket name within the same action (i.e. the identifiers after <pre>===Create-Ticket:</pre>), instead of raw ticket ID numbers.
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| When parsed, field names are converted to lowercase and have hyphens stripped. <pre>Refers-To></pre> <pre>RefersTo</pre>, <pre>refersto</pre>, <pre>refers-to</pre> and <pre>r-e-f-er-s-tO</pre> will all be treated as the same thing.
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| For another explanation, see [[ApprovalCreation]].
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| Prev: [[ManualApache]] --- Up: [[UserManual]] | | Prev: [[ManualApache]] --- Up: [[UserManual]] |
| [[Category:RT User Manual]] | | [[Category:RT User Manual]] |
| | [[Category:RT44]] |