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