NAME
RT::Extension::FilterRules - Filter incoming tickets through rule sets
DESCRIPTION
This extension provides a way for non-technical users to set up ticket
filtering rules which perform actions on tickets when they arrive in a
queue.
Filter rules are grouped into filter rule groups. The RT administrator
defines the criteria a ticket must meet to be processed by each filter
rule group, and defines which RT groups can manage the filter rules in
each rule group.
For each applicable filter rule group, the rules are checked in order,
and any actions for matching rules are performed on the ticket. If a
matching rule says that processing must then stop, processing of the
rules in that filter rule group will end, and the next rule group will
then be considered.
Filter rules are managed under *Tools* - *Filter rules*.
REQUIREMENTS
Requires Email::Address and HTML::FormatText.
RT VERSION
Known to work with RT 4.2.16, 4.4.4, and 5.0.1.
INSTALLATION
perl Makefile.PL
make
make install
May need root permissions.
Set up the database
After running make install for the first time, you will need to
create the database tables for this extension. Use
etc/schema-mysql.sql for MySQL or MariaDB, or
etc/schema-postgresql.sql for PostgreSQL.
Edit your /opt/rt4/etc/RT_SiteConfig.pm
Add this line:
Plugin('RT::Extension::FilterRules');
Clear your Mason cache
rm -rf /opt/rt4/var/mason_data/obj
Restart your web server
Add the processing scrip
Create a new global scrip under *Admin* - *Global* - *Scrips*:
Description: Filter rule processing
Condition: User Defined
Action: User Defined
Template: Blank
Stage: Normal
Custom condition:
return 0 if (not $RT::Extension::FilterRules::VERSION);
return RT::Extension::FilterRules->ScripIsApplicable($self);
Custom action preparation code:
return 0 if (not $RT::Extension::FilterRules::VERSION);
return RT::Extension::FilterRules->ScripPrepare($self);
Custom action commit code:
return 0 if (not $RT::Extension::FilterRules::VERSION);
return RT::Extension::FilterRules->ScripCommit($self);
No filter rules will actually perform any actions until this scrip
is created and enabled.
Note that the return 0 lines are only there to prevent errors if you
later remove this extension without disabling the scrip.
Set up some filter rule groups
Rule groups are set up by the RT administrator under *Admin* -
*Filter rule groups*.
TUTORIAL
For the purposes of this tutorial, we assume that you have these queues:
* "General" - for general queries;
* "Technical" - for more technical matters to be escalated to.
We also assume that you have these user-defined groups set up:
* "Service desk" - containing all first-line analysts;
* "Service desk management" - containing the leadership team for the
service desk;
* "Third line" - containing all technical teams.
These are only examples for illustration, there is no need for your
system to be set up this way to use it with this extension.
Create a new filter rule group
1. As a superuser, go to *Admin* - *Filter rule groups* - *Create*.
2. Provide a name for the new filter rule group, such as *"General
inbound message filtering"*, and click on the Create button.
3. Now that the filter rule group has been created, you can define the
queues and groups it can use.
Next to *Queues to allow in match rules*, select your *General*
queue and click on the Add queue button.
4. You will see the *General* queue is now listed next to *Queues to
allow in match rules*. If you select it and click on the Save
Changes button, the queue will be removed from the list.
If you tried that, add it back again before the next step.
5. Rules in this filter rule group need to be able to transfer tickets
into the *Technical* queue, so next to *Queues to allow as transfer
destinations*, select your *Technical* queue and click on the Add
queue button.
6. Add the *Service desk* and *Third line* groups to *Groups to allow
in rule actions* to be able to use them in filter rules, such as
sending notifications to members of those groups.
After saving your changes, go back to *Admin* - *Filter rule groups*,
and you will see your new filter rule group and its settings.
Once you have more than one, you can move them up and down in the list
to control the order in which they are processed, using the *Up* and
*Down* links at the right.
Set the requirements for the filter rule group
A filter rule group will not process any messages unless its
requirements are met. Each one starts off with no requirements, so will
remain inactive until you define some.
From *Admin* - *Filter rule groups*, click on your new filter rule
group, and then choose *Requirements* from the page menu at the top.
Click on the Create new requirement rule button to create a new
requirement rule for that filter rule group.
1. Give the requirement rule a name, such as *"Created in the General
queue"*.
2. Set the trigger type. This rule will be processed when an event of
this type occurs, and skipped over otherwise. The available trigger
types are *"On ticket creation"* and *"When a ticket moves between
queues"*; for this example, select *"On ticket creation"*.
3. Choose the conflict conditions. If *any* of these conditions are
met, the rule will *not* match. For this example, leave this empty.
4. Choose the requirement conditions. *All* of these conditions must be
met for the rule to match. Click on the Add condition button, choose
*"In queue"*, and select the *"General"* queue.
For each condition, although all of the conditions must be met, you
can specify multiple values for each condition using the Add value
button for that condition. This means that the condition will be met
if any one of its values matches.
5. Click on the Create button to create the new requirement rule.
In the list of requirement rules, click on a rule's number or name to
edit it.
Add as many requirement rules as you need. They can be switched off
temporarily by marking them as disabled.
Delegate control of the filter rule group
In this example, the new filter rule group you created above, called
*General inbound message filtering*, is going to be managed by the
service desk management team. This means that you want them to be able
to create, update, and delete filter rules within that group with no
assistance.
We will also allow the service desk team to view the filter rules, so
that they have visibility of what automated processing is being applied
to tickets they are receiving.
1. From *Admin* - *Filter rule groups*, click on your new filter rule
group, and then choose *Group Rights* from the page menu at the top.
2. In the text box under *ADD GROUP* at the bottom left, type *"Service
desk management"* but do not hit Enter.
3. On the right side of the screen, under *Rights for Staff*, select
all of the rights so that the management team can fully control the
filter rules in this filter rule group.
4. Click on the Save Changes button at the bottom right to grant these
rights.
5. In the text box under *ADD GROUP* at the bottom left, type *"Service
desk"* but do not hit Enter.
6. On the right side of the screen, under *Rights for Staff*, select
only the *View filter rules* right, so that the service desk
analysts can only view these filter rules, not edit them.
7. Click on the Save Changes button at the bottom right to grant these
rights.
Members of the *Service desk management* group will now be able to
manage the filter rules of the *General inbound message filtering*
filter rule group, under the *Tools* - *Filter rules* menu.
Members of the *Service desk* group will be able to see those rules
there too, but will not be able to modify them.
Creating filter rules
RT super users can edit filter rules by starting from *Admin* - *Filter
rule groups* - *Select*, choosing a filter rule group, and then choosing
*Filters* from the page menu at the top.
Members of the groups you delegated access to in the steps above can
edit the filter rules by going to *Tools* - *Filter rules*. If they have
access to more than one filter rule group, they can then choose which
one's rules to edit from the list provided.
Click on the Create new filter rule button to create a new filter rule.
1. Give the filter rule a name, such as *"Escalate desktop wallpaper
requests"*.
2. Set the trigger type, as with the requirement rule above. For this
example, select *"On ticket creation"*.
3. Choose the conflict conditions, as with the requirement rule above.
For this example, click on the Add condition button, choose
*"Subject or message body contains"*, and type paste into the box
next to it.
4. Choose the requirement conditions, as with the requirement rule
above. For this example:
* Click on the Add condition button, choose a *"In queue"*, and
select the *"General"* queue.
* Click on the Add condition button again, choose *"Subject or
message body contains"*, and type wallpaper into the box next to
it.
* Click on the Add value button underneath the box containing
wallpaper and type background into the box that appears.
* Click on the Add condition button again, choose *"Subject or
message body contains"*, and type desktop into the box next to
it.
5. Choose the actions to perform when this rule is matched. For this
example, click on the Add action button, choose *"Move to queue"*,
and select the *"Technical"* queue.
6. Choose whether to stop processing any further rules in this filter
rule group when this particular filter rule is matched.
By default, this is set to *"No"*, which means that even if this
rule matches, the rules after it will still be checked too.
For this example, leave it set to *"No"*.
Click on the Create button to create the new filter rule. You will see a
message something like Filter rule 15 created. Click on the Back button
below that message to return to the list of filter rules.
Your new rule will be shown in the list. The conflicts, requirements,
and actions are detailed in the list. You will see that this new rule:
* Will never match, if the subject or message body contains the word
paste.
* Will match otherwise, if the ticket was created in the *General*
queue, and its subject or message body contains either of the words
wallpaper or background, *and* its subject or message body contains
the word desktop.
* When the rule matches, it will move the ticket to the *Technical*
queue.
For example, if someone creates a ticket in the *General* queue
mentioning desktop wallpaper or desktop background, the ticket will be
moved to the *Technical* queue, but if they mention desktop wallpaper
paste, the ticket will not be moved because of the conflict condition
about the word paste.
Usually you would not actually move tickets based on keyword matches,
this is just an example - though you may want to send notification
emails when certain words appear, or set custom field values or
priorities, for instance.
Filter rules are processed in order. In the list of filter rules, use
the *[Up]* and *[Down]* links to move filter rules up and down.
Testing filter rules
Filter rules can be tested without having to really create new tickets
or move them between queues, but you will need an existing ticket to use
as a point of reference.
From either *Tools* - *Filter rules* or *Admin* - *Filter rule groups*,
choose the *Test* option from the page menu at the top right.
1. Choose a ticket to test against. This is used in rules regarding
ticket subject, message body, and so on.
2. Choose which filter rule group to test against, or *"All"* to run
the test against all filter rule groups you have access to.
3. Select the type of triggering event to simulate.
4. Choose the queue or queues involved in the simulation. For instance,
if you are simulating ticket creation, choose which queue to pretend
it is being created in.
5. Choose whether to include disabled rules in the test. This can be
useful if you would like to set up new filter rules and test them
before using them - you can create them but leave them disabled,
then run this test with disabled rules included.
Click on the Test button to run the test; the results will be shown in
the *Results* section below the input form.
The test will not make any changes to tickets or to filter rules.
For each filter rule group, the requirement rules will be processed, and
a detailed breakdown of the steps involved will be displayed.
If any requirement rules matched, then a breakdown the filter rules will
be shown, followed by the actions which those filter rules would give
rise to.
The *Rule*, *Match type*, and *Outcome of test* columns show the overall
outcome of each rule. The *Conflict conditions* and *Requirement
conditions* columns give details of all of the individual conditions
within each rule.
Within the rule processing steps, the *Event value* refers to the value
taken from the event - for instance, in a subject matching condition,
this would be the ticket's subject. The *Target value* refers to the
value the condition is looking for - that is, the values you entered
into the form when creating the filter rules.
INTERNAL FUNCTIONS
These functions are used internally by this extension. They should all
be called as methods, like this:
return RT::Extension::FilterRules->ScripIsApplicable($self);
ScripIsApplicable $Condition
The "is-applicable" condition of the scrip which applies filter rules to
tickets. Returns true if it is appropriate for this extension to
investigate the action associated with this scrip.
ScripPrepare $Action
The "prepare" action of the scrip which applies filter rules to tickets.
Returns true on success.
ScripCommit $Action
The "commit" action of the scrip which applies filter rules to tickets.
Returns true on success.
ConditionTypes $UserObj
Return an array of all available condition types, with the names
localised for the given user.
Each array entry is a hash reference containing these keys:
ConditionType The internal name for this condition type; this should
follow the naming convention for variables - start
with a letter, no spaces, and so on - and it must be
unique
Name Localised name, to be displayed to the operator
TriggerTypes Array reference listing the trigger actions with which
this condition can be used (as listed under the
*TriggerType* attribute of the RT::FilterRule class
below), or an empty array reference (or undef) if this
condition type can be used with all trigger types
ValueType Which type of value the condition expects as a
parameter - one of *None*, *String*, *Integer*,
*Email*, *Queue*, or *Status*
Function If present, this is a code reference which will be
called to check this condition; this code reference
will be passed an RT::CurrentUser object and a hash of
the parameters from inside an
RT::FilterRule::Condition object (including
*TargetValue*), as it will be called from the
TestSingleValue method of RT::FilterRule::Condition -
like TestSingleValue, it should return ( *$matched*,
*$message*, *$eventvalue* ).
If *Function* is not present, the TestSingleValue method of
RT::FilterRule::Condition will attempt to call an
RT::FilterRule::Condition method of the same name as *ConditionType*
with _ prepended, returning a failed match (and logging an error) if
such a method does not exist.
Note that if *ConditionType* contains the string CustomField, then the
condition will require the person creating the condition to select an
applicable custom field.
ActionTypes $UserObj
Return an array of all available action types, with the names localised
for the given user.
Each array entry is a hash reference containing these keys:
ActionType The internal name for this action type; this should
follow the naming convention for variables - start
with a letter, no spaces, and so on - and it must be
unique
Name Localised name, to be displayed to the operator
ValueType Which type of value the action expects as a parameter
- one of *None*, *String*, *Integer*, *Email*,
*Group*, *Queue*, *Status*, or *HTML*
Function If present, this is a code reference which will be
called to perform this action; this code reference
will be passed an RT::CurrentUser object and a hash of
the parameters from inside an RT::FilterRule::Action
object, as it will be called from the Perform method
of RT::FilterRule::Action - it should return ( *$ok*,
*$message* )
If *Function* is not present, the Perform method of
RT::FilterRule::Action will attempt to call an RT::FilterRule::Action
method of the same name as *ActionType* with _ prepended, returning a
failed action (and logging an error) if such a method does not exist.
Note that:
* If *ActionType* contains the string CustomField, then a custom field
must be selected by the person creating the action, separately to
the value, and this will populate the RT::FilterRule::Action's
*CustomField* attribute;
* If *ActionType* contains the string NotifyEmail, then an email
address must be entered by the person creating the action,
separately to the value, and this will populate the
RT::FilterRule::Action's *Notify* attribute;
* If *ActionType* contains the string NotifyGroup, then an RT group
must be selected by the person creating the action, separately to
the value, and this will populate the RT::FilterRule::Action's
*Notify* attribute.
AddConditionProvider CODEREF
Add a condition provider, which is a function accepting an
RT::CurrentUser object and returning an array of the same form as the
ConditionTypes method.
The ConditionTypes method will call the provided code reference and
append its returned values to the array it returns.
Other extensions can call this method to add their own filter condition
types.
AddActionProvider CODEREF
Add an action provider, which is a function accepting an RT::CurrentUser
object and returning an array of the same form as the ActionTypes
method.
The ActionTypes method will call the provided code reference and append
its returned values to the array it returns.
Other extensions can call this method to add their own filter action
types.
Internal package RT::FilterRuleGroup
This package provides the RT::FilterRuleGroup class, which describes a
group of filter rules through which a ticket will be passed if it meets
the basic requirements of the group.
The attributes of this class are:
id The numeric ID of this filter rule group
SortOrder The order of processing - filter rule groups with a
lower sort order are processed first
Name The displayed name of this filter rule group
CanMatchQueues The queues which rules in this rule group are
allowed to use in their conditions, as a
comma-separated list of queue IDs (also presented as
an RT::Queues object via CanMatchQueuesObj)
CanTransferQueues The queues which rules in this rule group are
allowed to use as transfer destinations in their
actions, as a comma-separated list of queue IDs
(also presented as an RT::Queues object via
CanTransferQueuesObj)
CanUseGroups The groups which rules in this rule group are
allowed to use in match conditions and actions, as a
comma-separated list of group IDs (also presented as
an RT::Groups object via CanUseGroupsObj)
Creator The numeric ID of the creator of this filter rule
group (also presented as an RT::User object via
CreatorObj)
Created The date and time this filter rule group was created
(also presented as an RT::Date object via
CreatedObj)
LastUpdatedBy The numeric ID of the user who last updated the
properties of this filter rule group (also presented
as an RT::User object via LastUpdatedByObj)
LastUpdated The date and time this filter rule group's
properties were last updated (also presented as an
RT::Date object via LastUpdatedObj)
Disabled Whether this filter rule group is disabled; the
filter rule group is active unless this property is
true
The basic requirements of the filter rule group are defined by its
GroupRequirements, which is a collection of RT::FilterRule objects whose
IsGroupRequirement attribute is true. If *any* of these rules match, the
ticket is eligible to be passed through the filter rules for this group.
The filter rules for this group are presented via FilterRules, which is
a collection of RT::FilterRule objects.
Filter rule groups themselves can only be created, modified, and deleted
by users with the *SuperUser* right.
The following rights can be assigned to individual filter rule groups to
delegate control of the filter rules within them:
SeeFilterRule View the filter rules in this filter rule group
ModifyFilterRule Modify existing filter rules in this filter rule group
CreateFilterRule Create new filter rules in this filter rule group
DeleteFilterRule Delete filter rules from this filter rule group
These are assigned using the rights pages of the filter rule group,
under *Admin* - *Filter rule groups*.
RT::FilterRuleGroup METHODS
Note that additional methods will be available, inherited from
RT::Record.
Create Name => Name, ...
Create a new filter rule group with the supplied properties, as
described above. The sort order will be set to 1 more than the highest
current value so that the new item appears at the end of the list.
Returns ( *$id*, *$message* ), where *$id* is the ID of the new object,
which will be undefined if there was a problem.
CanMatchQueues
Return the queues which rules in this rule group are allowed to use in
their conditions, as a comma-separated list of queue IDs in a scalar
context, or as an array of queue IDs in a list context.
CanMatchQueuesObj
Return the same as CanMatchQueues, but as an RT::Queues object, i.e. a
collection of RT::Queue objects.
CanTransferQueues
Return the queues which rules in this rule group are allowed to use as
transfer destinations in their actions, as a comma-separated list of
queue IDs in a scalar context, or as an array of queue IDs in a list
context.
CanTransferQueuesObj
Return the same as CanTransferQueues, but as an RT::Queues object, i.e.
a collection of RT::Queue objects.
CanUseGroups
Return the groups which rules in this rule group are allowed to use in
match conditions and actions, as a comma-separated list of group IDs in
a scalar context, or as an array of group IDs in a list context.
CanUseGroupsObj
Return the same as CanUseGroups, but as an RT::Groups object, i.e. a
collection of RT::Group objects.
SetCanMatchQueues id, id, ...
Set the queues which rules in this rule group are allowed to use in
their conditions, either as a comma-separated list of queue IDs, an
array of queue IDs, an array of RT::Queue objects, or an RT::Queues
collection.
Returns ( *$ok*, *$message* ).
SetCanTransferQueues id, id, ...
Set the queues which rules in this filter rule group are allowed to use
as transfer destinations in their actions, either as a comma-separated
list of queue IDs, an array of queue IDs, an array of RT::Queue objects,
or an RT::Queues collection.
Returns ( *$ok*, *$message* ).
SetCanUseGroups id, id, ...
Set the groups which rules in this rule group are allowed to use in
match conditions and actions, either as a comma-separated list of group
IDs, an array of group IDs, an array of RT::Group objects, or an
RT::Groups collection.
Returns ( *$ok*, *$message* ).
GroupRequirements
Return an RT::FilterRules collection object containing the requirements
of this filter rule group - if an event matches any of these requirement
rules, then the caller should process the event through the FilterRules
for this group.
AddGroupRequirement Name => NAME, ...
Add a requirement rule to this filter rule group; calls the
RT::FilterRule Create method, overriding the *FilterRuleGroup* and
*IsGroupRequirement* parameters, and returns its output.
FilterRules
Return an RT::FilterRules collection object containing the filter rules
for this rule group.
AddFilterRule Name => NAME, ...
Add a filter rule to this filter rule group; calls the RT::FilterRule
Create method, overriding the *FilterRuleGroup* and *IsGroupRequirement*
parameters, and returns its output.
Delete
Delete this filter rule group, and all of its filter rules. Returns (
*$ok*, *$message* ).
CheckGroupRequirements RuleChecks => [], TriggerType => ...,
For the given event, append details of checked group requirements to the
*RuleChecks* array reference.
A *Ticket* should be supplied, either as an ID or as an RT::Ticket
object.
Returns ( *$Matched*, *$Message*, *$EventValue*, *$TargetValue* ), where
*$Matched* will be true if there were any requirement rule matches
(meaning that the caller should pass the event through this filter rule
group's FilterRules), false if there were no matches. The other returned
values will relate to the last requirements rule matched.
If *IncludeDisabled* is true, then even rules marked as disabled will be
checked. The default is false.
If *DescribeAll* is true, then all conditions for all requirement rules
will be added to *RuleChecks* regardless of whether they influenced the
outcome; this can be used to present the operator with details of how an
event would be processed.
If *RecordMatch* is true, then the fact that a rule is matched will be
recorded in the database (see RT::FilterRuleMatch). The default is not
to record the match.
A *Cache* should be provided, pointing to a hash reference to store
information in while processing this event, which the caller should
share with the CheckFilterRules method and other instances of this
class, for the same event.
See the RT::FilterRule TestRule method for more details of these return
values, for the structure of the *RuleChecks* and *Actions* array
entries, and for the event structure.
CheckFilterRules RuleChecks => [], Actions => [], TriggerType => ...,
For the given event, append details of matching filter rules to the
*RuleChecks* array reference, and append details of the actions which
should be performed due to those matches to the *Actions* array
reference.
A *Ticket* should be supplied, either as an ID or as an RT::Ticket
object.
If *IncludeDisabled* is true, then even rules marked as disabled will be
checked. The default is false.
If *DescribeAll* is true, then all conditions for all filter rules will
be added to *RuleChecks* regardless of whether they influenced the
outcome; this can be used to present the operator with details of how an
event would be processed.
If *RecordMatch* is true, then the fact that a rule is matched will be
recorded in the database (see RT::FilterRuleMatch). The default is not
to record the match.
A *Cache* should be provided, pointing to a hash reference to store
information in while processing this event, which the caller should
share with the CheckGroupRequirements method and other instances of this
class, for the same event.
Returns ( *$Matched*, *$Message*, *$EventValue*, *$TargetValue* ), where
*$Matched* will be true if there were any filter rule matches, false
otherwise, and the other parameters will be related to the last rule
matched.
See the RT::FilterRule TestRule method for more details of these return
values, for the structure of the *RuleChecks* and *Actions* array
entries, and for the event structure.
MoveUp
Move this filter rule group up in the sort order so it is processed
earlier. Returns ( *$ok*, *$message* ).
MoveDown
Move this filter rule group down in the sort order so it is processed
later. Returns ( *$ok*, *$message* ).
Move OFFSET
Change this filter rule group's sort order by the given *OFFSET*.
_Set Field => FIELD, Value => VALUE
Set the value of a field, recording a transaction in the process if
appropriate. Returns ( *$ok*, *$message* ).
CurrentUserCanSee
Return true if the current user has permission to see this object.
_CoreAccessible
Return a hashref describing the attributes of the database table for the
RT::FilterRuleGroup class.
Internal package RT::FilterRuleGroups
This package provides the RT::FilterRuleGroups class, which describes a
collection of filter rule groups.
Internal package RT::FilterRule
This package provides the RT::FilterRule class, which describes a filter
rule - the conditions it must meet, the conditions it must *not* meet,
and the actions to perform on the ticket if the rule matches.
The attributes of this class are:
id The numeric ID of this filter rule
FilterRuleGroup The numeric ID of the filter rule group to which
this filter rule belongs (also presented as an
RT::FilterRuleGroup object via FilterRuleGroupObj)
IsGroupRequirement Whether this is a filter rule which describes
requirements for the filter rule group as a whole to
be applicable (true), or a filter rule for
processing an event through and performing actions
if matched (false).
This is true for requirement rules under a rule
group's GroupRequirements, and false for filter
rules under a rule group's FilterRules.
This attribute is set automatically when a
RT::FilterRule object is created via the
AddGroupRequirement and AddFilterRule methods of
RT::FilterRuleGroup.
SortOrder The order of processing - filter rules with a lower
sort order are processed first
Name The displayed name of this filter rule
TriggerType The type of action which triggers this filter rule -
one of:
*Create* Consider this rule on ticket creation
*QueueMove*
Consider this rule when the ticket moves
between queues
StopIfMatched If this is true, then processing of the remaining
rules in this filter rule group should be skipped if
this rule matches (this field is unused for filter
rule group requirement rules, i.e. where
IsGroupRequirement is 1)
Conflicts Conditions which, if *any* are met, mean this rule
cannot match; this is presented as an array of
RT::FilterRule::Condition objects, and stored as a
Base64-encoded string encoding an array ref
containing hash refs.
Requirements Conditions which, if *all* are met, mean this rule
matches, so long as none of the conflict conditions
above have matched; this is also presented as an
array of RT::FilterRule::Condition objects, and
stored in the same way as above.
Actions Actions to carry out on the ticket if the rule
matches (this field is unused for filter rule group
requirement rules, i.e. where IsGroupRequirement is
1); it is presented as an array of
RT::FilterRule::Action objects, and stored as a
Base64-encoded string encoding an array ref
containing hash refs.
Creator The numeric ID of the creator of this filter rule
(also presented as an RT::User object via
CreatorObj)
Created The date and time this filter rule was created (also
presented as an RT::Date object via CreatedObj)
LastUpdatedBy The numeric ID of the user who last updated the
properties of this filter rule (also presented as an
RT::User object via LastUpdatedByObj)
LastUpdated The date and time this filter rule's properties were
last updated (also presented as an RT::Date object
via LastUpdatedObj)
Disabled Whether this filter rule is disabled; the filter
rule is active unless this property is true
RT::FilterRule METHODS
Note that additional methods will be available, inherited from
RT::Record.
Create Name => Name, ...
Create a new filter rule with the supplied properties, as described
above. The sort order will be set to 1 more than the highest current
value so that the new item appears at the end of the list.
Returns ( *$id*, *$message* ), where *$id* is the ID of the new object,
which will be undefined if there was a problem.
FilterRuleGroupObj
Return an RT::FilterRuleGroup object containing this filter rule's
filter rule group.
Conflicts
Return an array of RT::FilterRule::Condition objects describing the
conditions which, if *any* are met, mean this rule cannot match.
SetConflicts CONDITION, CONDITION, ...
Set the conditions which, if *any* are met, mean this rule cannot match.
Expects an array of RT::FilterRule::Condition objects.
DescribeConflicts
Return HTML, localised to the current user, describing the conflict
conditions. Uses DescribeConditions.
Requirements
Return an array of RT::FilterRule::Condition objects describing the
conditions which, if *all* are met, mean this rule matches, so long as
none of the conflict conditions above have matched.
SetRequirements CONDITION, CONDITION, ...
Set the conditions which, if *all* are met, mean this rule matches, so
long as none of the conflict conditions above have matched. Expects an
array of RT::FilterRule::Condition objects.
DescribeRequirements
Return HTML, localised to the current user, describing the requirement
conditions. Uses DescribeConditions.
DescribeConditions AGGREGATOR, CONDITION, ...
Return HTML, localised to the current user, describing the given
conditions, with the given aggregator word (such as "or" or "and")
between each one.
This is called by DescribeConflicts and DescribeRequirements.
Uses $HTML::Mason::Commands::m's notes method for caching, as this is
only expected to be called from user-facing components.
Actions
Return an array of RT::FilterRule::Action objects describing the actions
to carry out on the ticket if the rule matches.
SetActions ACTION, ACTION, ...
Set the actions to carry out on the ticket if the rule matches; this
field is unused for filter rule group requirement rules (where
IsGroupRequirement is 1). Expects an array of RT::FilterRule::Action
objects.
DescribeActions
Return HTML, localised to the current user, describing this filter
rule's actions.
Uses $HTML::Mason::Commands::m's notes method for caching, as this is
only expected to be called from user-facing components.
Delete
Delete this filter rule, and all of its history. Returns ( *$ok*,
*$message* ).
MatchHistory
Return an RT::FilterRuleMatches collection containing all of the times
this filter rule matched an event.
TestRule RuleChecks => [], Actions => [], TriggerType => TYPE, From => FROM, To => TO, DescribeAll => 0
Test the event described in the parameters against the conditions in
this filter rule, returning ( *$Matched*, *$Message*, *$EventValue*,
*$TargetValue* ), where *$Matched* is true if the rule matched,
*$Message* describes the match, *$EventValue* is the value from the
event that led to the result, and *$TargetValue* is the value the event
was checked against which let to the result.
Details of this rule and the checked conditions will be appended to the
*RuleChecks* array reference, and the actions this rule contains will be
appended to the *Actions* array reference.
The *TriggerType* should be one of the valid *TriggerType* attribute
values listed above in the RT::FilterRule class attributes
documentation.
For a *TriggerType* of Create, indicating a ticket creation event, the
*To* parameter should be the ID of the queue the ticket was created in.
For a *TriggerType* of QueueMove, indicating a ticket moving from one
queue to another, the *From* parameter should be the ID of the queue the
ticket was in before the move, and the *To* parameter should be the ID
of the queue the ticket moved into.
If *DescribeAll* is true, then all conditions for this filter rule will
be added to *RuleChecks* regardless of whether they influenced the
outcome; this can be used to present the operator with details of how an
event would be processed.
For instance, when *DescribeAll* is false, if the rule did not match
because of a conflict condition, then only the conflict conditions up to
and including the first match will be included.
A *Cache* should be provided, pointing to a hash reference shared with
other calls to this method for the same event.
One entry will be added to the *RuleChecks* array reference, consisting
of a hash reference with these keys:
Matched Whether the whole rule matched
Message Description associated with the whole rule match status
EventValue The value from the event which led to the whole rule match
status
TargetValue The value, in the final condition which led to the whole
rule match status, which was tested against the *EventValue*
FilterRule This RT::FilterRule object
MatchType The type of condition which caused this rule to match -
blank if the rule did not match, or either Conflict or
Requirement (see the *Conditions* MatchType description
beolow)
Conflicts An array reference containing one entry for each condition
checked from this filter rule's Conflicts, each of which is
a hash reference of condition checks as described below.
Requirements
An array reference containing one entry for each condition
checked from this filter rule's Requirements, each of which
is a hash reference of condition checks as described below.
The conditions check hash reference provided in each entry of the
*Conflicts* and *Requirements* array references contain the following
keys:
Condition The RT::FilterRule::Condition object describing this
condition
Matched Whether this condition matched (see the note about
*DescribeAll* above)
Checks An array reference containing one entry for each value
checked in the condition (since conditions can have multiple
OR values), stopping at the first match unless *DescribeAll*
is true; each entry is a hash reference containing the
following keys:
Matched Whether this check succeeded
Message Description associated with this check's match
status
EventValue The value from the event which led to this
check's match status
TargetValue The target value that the event was checked
against
Each entry added to the *Actions* array reference will be a hash
reference with these keys:
FilterRule This RT::FilterRule object
Action The RT::FilterRule::Action object describing this action
RecordMatch Ticket => ID
Record the fact that an event relating to the given ticket matched this
filter rule.
MatchCount HOURS
Return the number of times this rule has matched in the past *HOURS*
hours, or the number of times it has ever matched if *HOURS* is zero.
MoveUp
Move this filter rule up in the sort order so it is processed earlier.
Returns ( *$ok*, *$message* ).
MoveDown
Move this filter rule down in the sort order so it is processed later.
Returns ( *$ok*, *$message* ).
Move OFFSET
Change this filter rule's sort order by the given *OFFSET*.
_Set Field => FIELD, Value => VALUE
Set the value of a field, recording a transaction in the process if
appropriate. Returns ( *$ok*, *$message* ).
CurrentUserCanSee
Return true if the current user has permission to see this object.
_CoreAccessible
Return a hashref describing the attributes of the database table for the
RT::FilterRule class.
Internal package RT::FilterRule::Condition
This package provides the RT::FilterRule::Condition class, which
describes a condition in a filter rule and provides methods to match an
event on a ticket against that condition.
Objects of this class are not stored directly in the database, but are
encoded within attributes of RT::FilterRule objects.
RT::FilterRule::Condition METHODS
This class inherits from RT::Base.
new $UserObj[, PARAMS...]
Construct and return a new object, given an RT::CurrentUser object. Any
other parameters are passed to Set below.
Set Key => VALUE, ...
Set parameters of this condition object. The following parameters define
the condition itself:
ConditionType The type of condition, such as *InQueue*, *FromQueue*,
*SubjectContains*, and so on - see the
RT::Extension::FilterRules method ConditionTypes.
CustomField The custom field ID associated with this condition, if
applicable
Values Array reference containing the list of values to match
against, any one of which will mean this condition has
matched
The following parameters define the event being matched against:
TriggerType
The action which triggered this check, such as *Create* or
*QueueMove*
From
The value the ticket is changing from
To The value the ticket is changing to (the same as *From* on ticket
creation)
Ticket
The RT::Ticket object to match the condition against
Finally, Cache should be set to a hash reference, which should be shared
across all Test or TestSingleValue calls for this event; lookups such as
ticket subject, custom field ID to name mappings, and so on, will be
cached here so that they don't have to be done multiple times.
This method returns nothing.
TestCondition [PARAMS, Checks => ARRAYREF, DescribeAll => 1]
Test the event described in the parameters against this condition,
returning ( *$Matched*, *$Message*, *$EventValue*, *$TargetValue* ),
where *$Matched* is true if the condition matched, *$Message* describes
the match, *$EventValue* is the value from the event that led to the
result, and *$TargetValue* is the value the event was checked against
which let to the result.
Appends details of the checks performed to the *Checks* array reference,
where each addition is a hash reference of *Matched*, *Message*,
*EventValue*, *TargetValue*, as described above and in the
RT::FilterRule TestRule method.
If additional parameters are supplied, they are run through Set above
before the test is performed.
The *DescribeAll* parameter, and the contents of the *Checks* array
reference, are described in the documentation of the RT::FilterRule
TestRule method.
TestSingleValue PARAMS, TargetValue => VALUE
Test the event described in the parameters against this condition,
returning ( *$matched*, *$message*, *$eventvalue* ), where only the
specific *VALUE* is tested against the event's *From*/*To*/*Ticket* -
the specific event value tested against is returned in *$eventvalue*.
This is called internally by the Test method for each of the value
checks in the condition.
Properties
Return the properties of this object as a hash reference, suitable for
serialising and storing.
ConditionType
Return the condition type.
CustomField
Return the custom field ID associated with this condition.
Values
Return the value array associated with this condition.
TriggerType
Return the trigger type of the event being tested against this
condition.
From
Return the moving-from value of the event being tested against this
condition.
To
Return the moving-to value of the event being tested against this
condition.
TicketQueue
Return the ticket queue ID associated with the ticket being tested,
caching it locally.
TicketSubject
Return the ticket subject associated with the event being tested,
caching it locally.
TicketPriority
Return the priority of the ticket associated with the event being
tested, caching it locally.
TicketStatus
Return the status of the ticket associated with the event being tested,
caching it locally.
TicketCustomFieldValue CUSTOMFIELDID
Return the value of the custom field with the given ID attached to the
ticket associated with the event being tested, caching it locally.
TicketRequestorEmailAddresses
Return an array of the requestor email addresses of the event's ticket,
caching it locally.
TicketRecipientEmailAddresses
Return an array of the recipient email addresses of the event's ticket,
caching it locally.
TicketFirstCommentText
Return the first comment of the event's tickets, in text, caching it
locally. If the first comment is in HTML, it is converted to plain text.
_All
Return the results of an "All" condition check.
_InQueue
Return the results of an "InQueue" condition check.
_FromQueue
Return the results of a "FromQueue" condition check.
_ToQueue
Return the results of a "ToQueue" condition check.
_RequestorEmailIs
Return the results of a "RequestorEmailIs" condition check.
_RequestorEmailDomainIs
Return the results of a "RequestorEmailDomainIs" condition check.
_RecipientEmailIs
Return the results of a "RecipientEmailIs" condition check.
_SubjectContains
Return the results of a "SubjectContains" condition check.
_SubjectOrBodyContains
Return the results of a "SubjectOrBodyContains" condition check.
_BodyContains
Return the results of a "BodyContains" condition check.
_HasAttachment
Return the results of a "HasAttachment" condition check.
_PriorityIs
Return the results of a "PriorityIs" condition check.
_PriorityUnder
Return the results of a "PriorityUnder" condition check.
_PriorityOver
Return the results of a "PriorityOver" condition check.
_CustomFieldIs
Return the results of a "CustomFieldIs" condition check.
_CustomFieldContains
Return the results of a "CustomFieldContains" condition check.
_StatusIs
Return the results of a "StatusIs" condition check.
Internal package RT::FilterRule::Action
This package provides the RT::FilterRule::Action class, which describes
an action to perform on a ticket after matching a rule.
Objects of this class are not stored directly in the database, but are
encoded within attributes of RT::FilterRule objects.
RT::FilterRule::Action METHODS
This class inherits from RT::Base.
new $UserObj[, PARAMS...]
Construct and return a new object, given an RT::CurrentUser object. Any
other parameters are passed to Set below.
Set Key => VALUE, ...
Set parameters of this action object. The following parameters define
the action itself:
ActionType The type of action, such as *SetSubject*, *SetQueue*, and
so on - see the RT::Extension::FilterRules method
ActionTypes.
CustomField The custom field ID associated with this action, if
applicable (such as which custom field to set the value
of)
Value The value associated with this action, if applicable,
such as the queue to move to, or the contents of an email
to send, or the email address or group ID to add as a
watcher
Notify The notification recipient associated with this action,
if applicable, such as a group ID or email address to
send a message to
The following parameters define the ticket being acted upon:
Ticket
The RT::Ticket object to perform the action on
Finally, Cache should be set to a hash reference, which should be shared
across all Test or TestSingleValue calls for this event; lookups such as
ticket subject, custom field ID to name mappings, and so on, will be
cached here so that they don't have to be done multiple times.
This method returns nothing.
Perform FILTERRULE, TICKETOBJ
Perform the action described by this object's parameters, returning (
*$ok*, *$message* ), checking that the associated ticket has not
recently been touched by the same filter rule to avoid recursion.
IsNotification
Return true if this action is of a type which sends a notification,
false otherwise. This is used when carrying out actions to ensure that
all other ticket actions are performed first.
Properties
Return the properties of this object as a hash reference, suitable for
serialising and storing.
ActionType
Return the action type.
CustomField
Return the custom field ID associated with this action.
Value
Return the value associated with this action.
Notify
Return the notification email address or group ID associated with this
action.
Ticket
Return the ticket object that this action is being performed on.
_None
Return ( *$ok*, *$message* ) after performing the "None" action.
_SubjectPrefix
Return ( *$ok*, *$message* ) after performing the "SubjectPrefix"
action.
_SubjectSuffix
Return ( *$ok*, *$message* ) after performing the "SubjectSuffix"
action.
_SubjectRemoveMatch
Return ( *$ok*, *$message* ) after performing the "SubjectRemoveMatch"
action.
_SubjectSet
Return ( *$ok*, *$message* ) after performing the "SubjectSet" action.
_PrioritySet
Return ( *$ok*, *$message* ) after performing the "PrioritySet" action.
_PriorityAdd
Return ( *$ok*, *$message* ) after performing the "PriorityAdd" action.
_PrioritySubtract
Return ( *$ok*, *$message* ) after performing the "PrioritySubtract"
action.
_StatusSet
Return ( *$ok*, *$message* ) after performing the "StatusSet" action.
_QueueSet
Return ( *$ok*, *$message* ) after performing the "QueueSet" action.
_CustomFieldSet
Return ( *$ok*, *$message* ) after performing the "CustomFieldSet"
action.
_RequestorAdd
Return ( *$ok*, *$message* ) after performing the "RequestorAdd" action.
_RequestorRemove
Return ( *$ok*, *$message* ) after performing the "RequestorRemove"
action.
_CcAdd
Return ( *$ok*, *$message* ) after performing the "CcAdd" action.
_CcAddGroup
Return ( *$ok*, *$message* ) after performing the "CcAddGroup" action.
_CcRemove
Return ( *$ok*, *$message* ) after performing the "CcRemove" action.
_AdminCcAdd
Return ( *$ok*, *$message* ) after performing the "AdminCcAdd" action.
_AdminCcAddGroup
Return ( *$ok*, *$message* ) after performing the "AdminCcAddGroup"
action.
_AdminCcRemove
Return ( *$ok*, *$message* ) after performing the "AdminCcRemove"
action.
_Reply
Return ( *$ok*, *$message* ) after performing the "Reply" action.
_NotifyEmail
Return ( *$ok*, *$message* ) after performing the "NotifyEmail" action.
_NotifyGroup
Return ( *$ok*, *$message* ) after performing the "NotifyGroup" action.
Internal package RT::FilterRules
This package provides the RT::FilterRules class, which describes a
collection of filter rules.
Internal package RT::FilterRuleMatch
This package provides the RT::FilterRuleMatch class, which records when
a filter rule matched an event on a ticket.
The attributes of this class are:
id The numeric ID of this event
FilterRule The numeric ID of the filter rule which matched (also
presented as an RT::FilterRule object via FilterRuleObj)
Ticket The numeric ID of the ticket whose event matched this rule
(also presented as an RT::Ticket object via TicketObj)
Created The date and time this event occurred (also presented as an
RT::Date object via CreatedObj)
RT::FilterRuleMatch METHODS
Note that additional methods will be available, inherited from
RT::Record.
Create FilterRule => ID, Ticket => ID
Create a new filter rule match object with the supplied properties, as
described above. The *FilterRule* and *Ticket* can be passed as integer
IDs or as RT::FilterRule and RT::Ticket objects.
Returns ( *$id*, *$message* ), where *$id* is the ID of the new object,
which will be undefined if there was a problem.
FilterRuleObj
Return an RT::FilterRule object containing this filter rule match's
matching filter rule.
TicketObj
Return an RT::Ticket object containing this filter rule match's matching
ticket.
_CoreAccessible
Return a hashref describing the attributes of the database table for the
RT::FilterRuleMatch class.
Internal package RT::FilterRuleMatches
This package provides the RT::FilterRuleMatches class, which describes a
collection of filter rule matches.
AUTHOR
Andrew Wood
All bugs should be reported via email to
bug-RT-Extension-FilterRules@rt.cpan.org
or via the web at
http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-FilterRules
LICENSE AND COPYRIGHT
This software is Copyright (c) 2021 by Andrew Wood
This is free software, licensed under:
The GNU General Public License, Version 2, June 1991