[rt-users] custom field resets to previous value after scrip runs

[Kenneth Crocker]

Dorothea,


	This happened to us alot until we change the stage to 
"TransactionBatch". Now they all work, all CF's stay modified and all is 
well. Hope this helps.

Kenn
LBNL

On 11/6/2007 9:21 AM, Dorothea Muecke-Herzberg wrote:
> Hi,
> 
> I've got some strange behaviour here. I have a scrip that changes the
> value of custom field
> ReleasePhase to "07_Signoff" and the ticket status to "resovled" when
> a different custom field is
> set to "completed".
> Strangely, after the changes have gone through (and can be traced in
> the ticket history),
> in the last transaction the custom field "ReleasePhase"  gets changed
> back to "05_Implementing":
> 
> #   	Tue Nov 06 17:16:01 2007 	dmueckeherzberg - ReleasePhase
> 07_SignOff changed to 05_Implementing
> #   	Tue Nov 06 17:16:01 2007 	RT_System - Outgoing email recorded 		 [Show]
> #   	Tue Nov 06 17:15:59 2007 	RT_System - Outgoing email recorded 		 [Show]
> #   	Tue Nov 06 17:15:59 2007 	RT_System - Status changed from 'open'
> to 'resolved'
> #   	Tue Nov 06 17:15:58 2007 	RT_System - ReleasePhase
> 05_Implementing changed to 07_SignOff
> #   	Tue Nov 06 17:15:58 2007 	dmueckeherzberg - RolloutOnFTN Completed added
> 
> 
> Here is my scrip:
> 
> custom condition:
> #only act if subject has "RolloutFT." and new custom field value is "Complete"
> #
> my $CFvalue = 'Completed';
> unless ($self->TicketObj->Subject =~ /^RolloutFT.:/i) {return 0;}
> unless ($self->TransactionObj->Type eq "CustomField" ) {return 0;}
> unless ($self->TransactionObj->NewValue eq $CFvalue ) {return 0;}
> return 1;
> 
> custom prep code:
> return 1;
> 
> custom cleanup code:
> my $CFName = 'ReleasePhase';
> my $EndValue = '07_SignOff';
> my $RecTransaction = 1;
> ### setting custom field $CFName to $EndValue
> my $QueueObj = $self->TicketObj->QueueObj;
> my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser );
> $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
> unless( $CFObj->id ) {
>   $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 );
>   unless( $CFObj->id ) {
>     $RT::Logger->warning("custom field '$CFName' isn't global or
> defined for queue '". $QueueObj->Name ."'");
>     return undef;
>   }
> }
> {
>     my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
>                                           Field => $CFObj->id,
>                                           Value => $EndValue,
>                                           RecordTransaction =>
> $RecTransaction );
>     unless( $st ) {
>       $RT::Logger->warning( "Couldn't set $EndValue as value for CF
> $CFName:". $msg );
>       return undef;
>     }
>   }
> return 1;
> 
> Any ideas what is going on?
> 
> Thank you
> 
> Doro
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