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<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Joe,</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Thank for you your quick answer!</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">I’ll take ticket #2985 as an example, which is one of those affected by the issue.</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">The scrip correctly happens in the transaction #38624, “Status changed from 'new' to 'resolved'”, as the (custom) scrip condition is (taken from the DB):</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">| 17 | On closure | If the status is set to inactive | StatusChange | old: initial, active; new: inactive | Status
| 1 | 2012-05-30 15:54:19 | 1 | 2012-05-30 15:54:19 |</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Here is some output from rt.log:</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: About to think about scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: About to prepare scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Found 15 scrips for TransactionCreate stage with applicable type(s) Status for txn #38624 on ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #19 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #35 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #18 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #21 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #27 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #23 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #29 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #37 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #38 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: About to commit scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:197)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D; background:yellow">[Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #34 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D; background:yellow">[Mon Sep 10 13:24:00 2012] [info]: Attempting to auto assign ticket #2985 to user #3444 ((eval 3201):12)</span><span lang="EN-US" style="color:#1F497D">
</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #10 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">[Mon Sep 10 13:24:00 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xe6582b0), id 38624 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Attached you can find two queries I’ve just executed in my DB. It shows that the owner is correctly set as the id of the user John Doe.</span><span style="color:#1F497D"></span></p>
<p class="MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt"><span lang="EN-US" style="font-family:Wingdings; color:#1F497D"><span style="">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><i><span lang="EN-US">And the chart looks for the resolved transaction to get owner at the time of resolution?</span></i><i><span lang="EN-US" style="color:#1F497D"></span></i></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">I don’t think it’s a matter of transactions, as I think the chart queries tickets, not transactions.</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<div><br>
<br>
<div align="left">
<p style="font-family:Calibri,Sans-Serif; font-size:10pt"><span style="color:#000000">Alberto Scotto</span>
<span style="color:#808080"></span><br>
<br>
<span style="color:#808080; font-weight:bold">Blue Reply</span> <br>
<span style="color:#808080">Via Cardinal Massaia, 83<br>
10147 - Torino - ITALY <br>
phone: +39 011 29100 <br>
<a href="al.scotto@reply.it" target="" style="color:blue; text-decoration:underline">al.scotto@reply.it</a>
<br>
<a title="" href="www.reply.it" target="" style="color:blue; text-decoration:underline">www.reply.it</a>
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<span style="color:#000000"><img border="0" alt=" Blue Reply " src="cid:9859750e82bc4f81a772313a38232f17" style="margin:0px">
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<p class="MsoNormal" style="margin-left:35.4pt"><b><span lang="EN-US" style="font-size:10.0pt; font-family:"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt; font-family:"Tahoma","sans-serif""> Joe Harris [mailto:drey111@gmail.com]
<br>
<b>Sent:</b> giovedì 4 ottobre 2012 13:37<br>
<b>To:</b> Scotto Alberto<br>
<b>Cc:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] Setting owner with _Set breaks queries (may be a bug)</span></p>
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<p class="MsoNormal" style="margin-left:35.4pt"> </p>
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<p class="MsoNormal" style="margin-left:35.4pt">This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket?</p>
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<p class="MsoNormal" style="margin-left:35.4pt"> </p>
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<div>
<p class="MsoNormal" style="margin-left:35.4pt">And the chart looks for the resolved transaction to get owner at the time of resolution?</p>
</div>
<div>
<p class="MsoNormal" style="margin-left:35.4pt"> </p>
</div>
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<p class="MsoNormal" style="margin-right:0cm; margin-bottom:12.0pt; margin-left:35.4pt">
Just a thought. </p>
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<p class="MsoNormal" style="margin-left:35.4pt">Sent from my mobile device. </p>
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<p class="MsoNormal" style="margin-right:0cm; margin-bottom:12.0pt; margin-left:35.4pt">
<br>
On Oct 4, 2012, at 7:05 AM, Scotto Alberto <<a href="mailto:al.scotto@reply.it">al.scotto@reply.it</a>> wrote:</p>
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<p class="MsoNormal" style="margin-left:35.4pt">Hi all,</p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">I think I found a bug.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">I have a scrip called "On closure Auto set owner", which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to "Nobody in
particular".</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the
tickets and it is grouped by Owner.RealName.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don’t:</span></p>
<p class="MsoListParagraph" style="margin-left:71.4pt; text-indent:-18.0pt"><span lang="EN-US">-</span><span lang="EN-US" style="font-size:7.0pt; font-family:"Times New Roman","serif"">
</span><span lang="EN-US">Owner.RealName = 'Nobody in particular' returns 706 tickets</span></p>
<p class="MsoListParagraph" style="margin-left:71.4pt; text-indent:-18.0pt"><span lang="EN-US">-</span><span lang="EN-US" style="font-size:7.0pt; font-family:"Times New Roman","serif"">
</span><span lang="EN-US">Owner = 'Nobody in particular' returns 369 tickets</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column “Owner” is correct (filled with “John Doe”, not “Nobody in
particular”).</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Here are the relevant lines of the code of my scrip:</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"># get actor ID</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">my $Actor = $self->TransactionObj->Creator;</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">my $tkt = $self->TicketObj;</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span style="font-family:"Arial","sans-serif"; color:black"># try to change owner</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">my ($status, $msg) = $tkt->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0);</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">I solved the problem using SetOwner instead of _Set, like this:</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">my ($status, $msg) = $tkt->SetOwner($Actor);</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">With the new code, the tickets whose owner is set by my scrip don’t get caught by the query Owner.RealName = 'Nobody in particular'.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Looks like _Set doesn’t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner
is based on an user ID, not a string (the real name).</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For “Nobody in particular”, the number is 369 (correct); but if I click
on this number it generates the query “Owner.RealName = 'Nobody in particular'” saying “Found 706 tickets”.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">The questions are:</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Should I file a bug?</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">How can I “convert” the tickets that were processed with the old code?</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Hope everything is clear</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Thank you very much!</span></p>
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<span style="font-size:12.0pt; font-family:"Times New Roman","serif""> </span></p>
<p style="margin-left:35.4pt"><span style="font-size:10.0pt; font-family:"Calibri","sans-serif"; color:black">Alberto Scotto</span><span style="font-size:10.0pt; font-family:"Calibri","sans-serif"">
<br>
<br>
<b><span style="color:gray">Blue Reply</span></b> <br>
<span style="color:gray">Via Cardinal Massaia, 83<br>
10147 - Torino - ITALY <br>
phone: +39 011 29100 <br>
<a href="al.scotto@reply.it">al.scotto@reply.it</a> <br>
<a href="www.reply.it" title="">www.reply.it</a> </span><br>
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