InitialPriorityOnSelfService

Allow SelfService-users to set the initial priority of a ticket

The following combination of a custom field and scrip allows users of the SelfService interface to defined an initial priority for a ticket (which gets copied into the ticket's priority on creation).

Custom Field

• Create Custom Field "Initial Priority"
  • Validation: (?#0-100)^(\d|1-9\d|100)$
• Custom Field "Initial Priority": Grant "SeeCustomField" to Group "SelfService-Clients"
• Custom Field "Initial Priority": Grant "ModifyCustomField" to Group "SelfService-Clients"
• In Queue "YourQueue": Select Custom Field "Initial Priority"

Custom Scrip

• In "Configuration -> Global -> Scrips" create new Scrip "On Create Copy Initial Priority to Priority"

Custom condition

return 0 unless 'Create' eq $self->TransactionObj->Type;

my $CFName = 'Initial Priority';
my $InitialPriority = $self->TicketObj->FirstCustomFieldValue( $CFName );

return ($InitialPriority =~ /^(\d|[1-9]\d|100)$/) ? 1 : 0;

Custom action preparation code

return 1;

Custom action cleanup code

my $CFName = 'Initial Priority';
my $InitialPriority = $self->TicketObj->FirstCustomFieldValue( $CFName );
$self->TicketObj->SetPriority($InitialPriority);

return 1;

Thank You

Tig| and ruz on #rt at irc.perl.org