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    RT-Extension-AdminConditionsAndActions - Admin Conditions And Actions

    A web UI for managing RT conditions and actions.

    This extension is compatible with RT 4.0, 4.2 and 4.4.

    perl Makefile.PL
    make install
        May need root permissions

    Edit your /opt/rt4/etc/
        If you are using RT 4.2 or greater, add this line:


        For RT 4.0, add this line:

            Set(@Plugins, qw(RT::Extension::AdminConditionsAndActions));

        or add RT::Extension::AdminConditionsAndActions to your existing
        @Plugins line.

        You can customize Condition/Action list format by config
        %AdminSearchResultFormat, e.g.

                Conditions =>
                    q{'<a href="__WebPath__/Admin/Conditions/Modify.html?&id=__id__">__id__</a>/TITLE:#'}
                    .q{,'<a href="__WebPath__/Admin/Conditions/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}
                Actions =>
                    q{'<a href="__WebPath__/Admin/Actions/Modify.html?&id=__id__">__id__</a>/TITLE:#'}
                    .q{,'<a href="__WebPath__/Admin/Actions/Modify.html?id=__id__">__Name__</a>/TITLE:Name'}

    Clear your mason cache
            rm -rf /opt/rt4/var/mason_data/obj

    Restart your webserver

    The core building blocks of scrips in RT are the conditions and actions
    you select when configuring the scrip. A condition defines the criteria
    for an action to run in the context of the current transaction. The
    result is true or false: if true, the condition is satisfied and the
    action runs, if false, the action is skipped. Actions define something
    to be done when a condition is true and they can be anything you can
    capture in code, either changing things in RT or calling out to other
    systems, DBs, or APIs.

    You can view all of the scrips that come standard with RT by going to
    Tools > Global > Scrips (RT 4.0) or Admin > Global > Scrips (RT 4.2). In
    the scrips list you'll see each has a condition and an action and these
    are provided with the initial RT installation. You might also see
    additional conditions and actions added by extensions or through a local

    This extension provides a web UI to allow you to easily register your
    own conditions and actions in RT, making it easier than ever to
    customize RT for your specific needs.

  User Defined Conditions and Actions
    The simplest way to add a custom condition or action is to create a new
    scrip and select "User Defined" as the Condition or Action. You can then
    put your custom code right in the "User Defined" boxes on the bottom of
    the scrip modification page.

    However, you might prefer writing your condition or action in a module
    with the code in a file. This allows you to track it in version control
    and call it from other places like rt-crontool. The following sections
    describe how to create these modules.

  Custom Conditions
    Let's assume you have a custom lifecycle with a status called 'review'
    and you want an 'On Review Needed' condition so you can trigger actions
    when a ticket is put in review status. You notice RT already has 'On
    Resolve' and other similar conditions, so you look at the configuration
    at Admin > Global > Conditions and click on 'On Resolve' (in RT 4.0,
    select Tools > Global > Conditions.)

    The condition has a Name, which is displayed in the Condition dropdown
    when you create a scrip, and a Description to identify it. The Condition
    Module is the RT module that executes the condition, in this case
    StatusChange. You can find the code in
    /opt/rt4/lib/RT/Condition/ and view the documentation on
    the Best Practical "documentation site". (Confirm your RT version when
    checking the documentation.)

    Parameters to Pass shows the actual parameter that is passed to the
    module when this condition is executed. When you look at the module
    documentation it makes sense when you see that StatusChange accepts a
    valid status and returns true if the transaction is setting the status
    to the provided value. Finally, Applicable Transaction Types lists the
    transactions for which this condition will run, and in this case it's
    Status transactions.

    This is really close to what we might need for our 'On Review Needed' so
    you can click the Copy Condition button to copy the current condition.
    On the new condition page, you can update the Name and Description and
    set the Parameters to Pass to 'review'. Then click save and you have
    your new condition. You can now create a new scrip and select it from
    the Condition dropdown.

  Custom Condition Module
    Now assume we have an additional requirement to check if a custom field
    value 'Special' is selected when we check the review status. For this
    one we'll need to write some code. To start, create a new file for your
    new SpecialReviewNeeded module here:


    Creating it in the local directory will keep it safe when you apply RT
    upgrades in the future.

    The basics of a condition module are as follows:

        package RT::Condition::SpecialReviewNeeded;

        use strict;
        use warnings;
        use base 'RT::Condition';

        sub IsApplicable {
            my $self = shift;

            # Your code here

            return 1; # True if condition is true, false if not

        1; # Don't forget module needs this

    IsApplicable is the method you will override from the RT::Condition base
    class. The return value of this method, true or false, determines
    whether the condition passes or not.

    $self gives you access to the ticket object and transaction object via:


    These are your main hooks into the current ticket and transaction.

    To check review status and the custom field value, we might add
    something like this:

        # Setting status to review?
        return 0 unless $self->TransactionObj->Type eq 'Status'
            and $self->TransactionObj->NewValue eq 'review';

        # Is 'Special' set to Yes?
        return 0 unless $self->TicketObj->FirstCustomFieldValue('Special') eq 'Yes';

        return 1;

    We've hardcoded review and Special here, but as with StatusChange, you
    could pass a value from the Parameters to Pass field. You can access
    this value by calling the Argument method.

        my $arg = $self->Argument;

    Using passed arguments can make your conditions and actions more general
    and potentially reusable.

    Once the file is created, return to the RT web UI and create a new
    condition, possibly by editing On Review Needed and clicking Copy
    Condition. You can name it Special Review Needed and set the Condition
    Module to SpecialReviewNeeded.

  Custom Actions
    Once you have the correct condition you can now think about the action.
    You want to send email to a group of people, so to start you look at
    some of the existing actions on the action display page at Admin >
    Global > Actions (in RT 4.0, Tools > Global > Actions). You find Notify
    AdminCcs, which might be close. Taking a quick look you see it has a
    Name and Description, like conditions, and the module it calls is
    Notify, which can be found at /opt/rt4/lib/RT/Action/

    The Parameter to Pass is AdminCc, and if you look at other notification
    actions you'll see many use Notify and just pass a different ticket

    Your reviewers aren't always AdminCcs on tickets, so you'd rather send a
    notification to a group. You can create this new action using the
    existing action module NotifyGroup. On the action list page, click
    Create and add something like the following:

        Name               Notify Review Group
        Description        Send notification to the review group
        Action Module      NotifyGroup
        Parameters to Pass Review Group

    The 'Review Group' can be whatever your group name is. Then you can
    build a template with some custom ticket information for reviewers and
    set up a new scrip to send email to the review group whenever a ticket
    status is set to review.

  Custom Action Modules
    As part of the request to add a condition to check for the 'Special'
    custom field, we now want to route these special requests to the person
    who handles them. This extra bit of functionality will require a module,
    maybe called SetOwner. Create the new file in:


    The base action code looks like this:

        package RT::Action::SetOwner;

        use strict;
        use warnings;
        use base 'RT::Action';

        sub Prepare {
            my $self = shift;

            # Your code here

            return 1; # True if Commit should run, false if not

        sub Commit {
            my $self = shift;

            # Your code here

            return 1; # True if action was successful

        1; # Don't forget module needs this

    Actions have two methods you can override. The Prepare method provides
    you with a chance to make sure the action should actually run. If
    Prepare returns false, Commit will not run. You'll typically handle this
    in your condition, in which case you can just omit Prepare from your
    action. However, when you have a condition that covers a common general
    case, but you want to check one extra criteria for a particular action,
    the Prepare method can be helpful. In our example, you might choose to
    keep just the On Review Needed condition and add the check for the
    'Special' custom field to the Prepare method.

    Commit is where you do the actual work of the action. It should return
    true on success. On failure, you can use RT::Logger to write errors or
    debugging information to RTs logs so you can track down the problem.

    In actions, $self gives you access to the transaction and ticket
    objects, just like conditions, via:


    For our SetOwner action, we don't need Prepare and can add the following
    to Commit:

        my $user = RT::User->new(RT->SystemUser);
        my ($ret, $msg) = $user->Load($self->Argument);
        RT::Logger->error('Unable to load user: '
                           . $self->Argument . " $msg") unless $ret;

        return 1;

    The Argument method returns the value set for Parameters to Pass in the
    action configuration. This example expects the argument to be the
    username of an RT user.

    Now you can create the new action in RT. Go to the action page, click
    Create, and enter the following:

        Name               Set Owner
        Description        Set owner
        Action Module      SetOwner
        Parameters to Pass reviewer_username

    Click save and the new action will be available when creating scrips.

    Note that actions you perform in scrips can themselves create new
    transactions, as is the case with SetOwner. When this action runs, the
    set owner transaction will fire the default On Owner Change Notify Owner
    scrip, if it is enabled.

    When writing actions and conditions, it's helpful to look at the actions
    and conditions provided with RT. You can find more information about the
    methods available from ticket and transaction objects in your RT
    distribution and on the "Best Practical website"

    Best Practical Solutions, LLC <>

    All bugs should be reported via email to


    or via the web at


    This software is Copyright (c) 2014 by Best Practical Solutions

    This is free software, licensed under:

      The GNU General Public License, Version 2, June 1991