<html><head><meta http-equiv="content-type" content="text/html; charset=utf-8"></head><body dir="auto"><div>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?</div><div><br></div><div>And the chart looks for the resolved transaction to get owner at the time of resolution?</div><div><br></div><div>Just a thought. <br><br><div>Sent from my mobile device. </div></div><div><br>On Oct 4, 2012, at 7:05 AM, Scotto Alberto <<a href="mailto:al.scotto@reply.it">al.scotto@reply.it</a>> wrote:<br><br></div><blockquote type="cite"><div>
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<p class="MsoNormal">Hi all,</p>
<p class="MsoNormal"><span lang="EN-US">I think I found a bug.</span></p>
<p class="MsoNormal"><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"><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"><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="text-indent:-18.0pt"><span lang="EN-US"><span style="">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><span lang="EN-US">Owner.RealName = 'Nobody in particular' returns 706 tickets</span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt"><span lang="EN-US"><span style="">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><span lang="EN-US">Owner = 'Nobody in particular' returns 369 tickets</span></p>
<p class="MsoNormal"><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"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Here are the relevant lines of the code of my scrip:</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US"># get actor ID</span></p>
<p class="MsoNormal"><span lang="EN-US">my $Actor = $self->TransactionObj->Creator;</span></p>
<p class="MsoNormal"><span lang="EN-US">my $tkt = $self->TicketObj;</span></p>
<p class="MsoNormal"><span style="font-family:"Arial","sans-serif"; color:black"># try to change owner</span><span lang="EN-US"></span></p>
<p class="MsoNormal"><span lang="EN-US">my ($status, $msg) = $tkt->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0);</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">I solved the problem using SetOwner instead of _Set, like this:</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">my ($status, $msg) = $tkt->SetOwner($Actor);</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><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"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><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"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><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"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">The questions are:</span></p>
<p class="MsoNormal"><span lang="EN-US">Should I file a bug?</span></p>
<p class="MsoNormal"><span lang="EN-US">How can I “convert” the tickets that were processed with the old code?</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Hope everything is clear</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Thank you very much!</span></p>
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<p style="font-family:Calibri,Sans-Serif; font-size:10pt"><span style="color:#000000">Alberto Scotto</span>
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