[rt-users] SLA extension with prior Scrip setting SLA CF

Thomas Sibley trs at bestpractical.com
Wed Jul 17 15:21:46 EDT 2013


On 07/17/2013 12:10 PM, Mark D. Nagel wrote:
> We ran into a problem that I think may be solvable with use of TransactionBatch, but may
> require changes to the SLA extension.  Or perhaps not.  Thus this question, which is....
> 
> We are using the ExtractCustomFieldValues extension to indicate to RT the initial setting
> of some fields, including the SLA field, depending on various factors examined in our
> procmail pre-filter.  What we found was that the field was set, then the SLA scrip resets
> it to the default queue value.  It seems that this is because all the conditions run first
> telling the SLA scrip to set the default value, which it does even though the value had
> been set previously. 
> 
> So....  what would be the recommended solution here to make sure this doesn't happen?  I
> could move the ExtractCFValues Scrip to the bottom, which seems like it would work, but it
> would be nice if the SLA Scrip realized it doesn't actually need to set the CF once it was
> set.  If we change both to TransactionBatch, this could work, but I assume this would
> still require some changes to the SLA condition logic.

Changing both to the transaction batch stage will have the same problem.
 You need to put them in different stages, so move the SLA scrip which
assigns the queue default to the TransactionBatch stage.  I don't think
it should negatively affect anything else.




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