August 2005
Intermediate to advanced
218 pages
5h 50m
English
Content preview from RT EssentialsBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Chapter 6. Scrips
Scrips, often used together with templates, are the quickest and simplest way to customize RT’s behavior. A scrip consists of a condition, an action, and a template. RT comes with a number of pre-defined conditions, actions, and templates, but you also can write your own. Scrips give you the freedom to implement whatever business logic you need.
How Scrips Work
Custom conditions and actions can be created via RT’s web interface, or you can create a Perl module for each custom condition and action.
Additionally, a scrip can have custom cleanup code that will run after all other code, but before the scrip exits. Custom scrip code is always written in standard Perl, and templates are created using the Text::Template module.
Scrips can be applied across all queues or to individual queues. With the current version of RT, if you want to apply the same scrip to a subset of queues, you will have to go into each queue’s configuration and create the scrip for each one.
The scrips system is the last major part of RT that works exactly how it did when RT 2.0 came out in 2001.
In a future version of RT, the scrips system will be overhauled to make it easier to specify which scrips apply to which queues and to build more complex workflow.
Transactions
A scrip is always run in the context of a transaction. Transactions represent a set of changes to a ticket. For example, when a ticket is resolved, its status changes, and a comment or reply may be added as part of the same transaction. ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.