[Rt-devel] Very tricky double CreateTickets bug in RT3.0.12

Fri Apr 22 13:11:36 EDT 2005

Hello RT developers,

it seems that RT3 has trouble creating links for tickets when
"CreateTickets" Action is called twice.

E.g.

Ticket created in "Virus Report"
-> on Create, CreateTickets
   Ticket created in queue "Infection", Members = TOP
   -> on Create, fill CustomField
   -> on CustomField = XXX, CreateTickets
      Ticket created in "Enforcement", MemberOf = TOP

Now, whats happening is that the ticket in "Virus Report" is created,
causing a parent to be created in "Infection", causing a child in
"Enforcement" when a certain condition is met.

If CustomField != XXX, this works and stops as expected.

Ticket 1 in "Virus Report", Ticket 2 in "Infection", 1 being child to 2.

If CustomField = XXX, the second CreateTickets script fails with 'Can't
call method "can" on an undefined value at
/opt/rt3/lib/RT/Action/CreateTickets.pm'

I have: Ticket 1 in "Virus Report", Ticket 2 in "Infection", Ticket 3 in
"Enforcement", 3 being child to 2, but 1 NOT being child to 2.

Apparently, the creation of the "Members" link for ticket 2 is
postponed, but after the second "CreateTickets" run, the required
information is lost. Error occurs here:

        $RT::Logger->debug("Assigned $template_id with $id");
        $T::Tickets{$template_id}->SetOriginObj($self->TicketObj)
-->            if $T::Tickets{$template_id}->can('SetOriginObj');

Is there any fix/way around this?

Logs are attached, here is a relevant extract of the CreateTickets
templates:

for "Virus report" queue:

===Create-Ticket: Infection
Subject: {$Tickets{'TOP'}->Subject}
Queue: Infections
Members: TOP
Content:
{$Tickets{'TOP'}->Transactions->First->Message->First->Content}
ENDOFCONTENT

for "Infection" queue:

===Create-Ticket: Inform
{
    use vars qw/$msg $user $admin/;  # define global vars for this template

    # $msg, $user, $admin are done

    return '';
}Subject: {$Tickets{'TOP'}->Subject}
Date: {$date}
Queue: Enforcements
MemberOf: TOP
{( $user ? "Requestor: ". $user : "Cc: ". $admin )}
Content:
{( $msg )}
ENDOFCONTENT

Best regards,

	Ruediger Riediger

-- 
Dr. Ruediger Riediger                              Sun Microsystems GmbH
NSG - SunCERT                                             Komturstr. 18a
mailto:Ruediger.Riediger at Sun.com                          D-12099 Berlin
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-------------- next part --------------
Apr 22 16:20:24 unknown RT: Guessed encoding: ascii\n
Apr 22 16:20:24 unknown last message repeated 1 time
Apr 22 16:20:24 unknown RT: Converting 'ascii' to 'utf-8' for text/plain - W32/Mytob.gen at MM on [123.123.123.123]\n\n
Apr 22 16:20:24 unknown RT: <rt-3.0.12-1797-27201.1.27062233010093 at sun.com> #1797/27201 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:92)\n
Apr 22 16:20:24 unknown RT: <rt-3.0.12-1797-27201.1.27062233010093 at sun.com> sent To: archive at localhost Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:302)\n
Apr 22 16:20:26 unknown RT: FindInfection: 123.123.123.123 - Fri, 22 Apr 2005 13:52:49 UTC(1114177969)\n
Apr 22 16:20:26 unknown RT: Workflow: processing Infection of RT::Ticket=HASH(0x1b10b5c)\n
Apr 22 16:20:26 unknown RT: Workflow: evaluating\n{\n   ... lots of working code here ...
Apr 22 16:20:26 unknown RT: Workflow: yielding\nSubject: W32/Mytob.gen at MM on [123.123.123.123]\nQueue: Infections\nMembers: TOP\nContent:\n ... lots of working stuff here ... \nENDOFCONTENT\n\n
Apr 22 16:20:27 unknown RT: <rt-3.0.12-1798-27208.8.28972045614357 at sun.com> #1798/27208 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:92)\n
Apr 22 16:20:27 unknown RT: <rt-3.0.12-1798-27208.8.28972045614357 at sun.com> sent To: archive at localhost Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:302)\n
Apr 22 16:20:28 unknown RT: Workflow: processing Inform of RT::Ticket=HASH(0x1b07a78)\n
Apr 22 16:20:28 unknown RT: Workflow: evaluating\n{\n    ... lots of working code here ...
Apr 22 16:20:52 unknown RT: Workflow: yielding\nSubject: W32/Mytob.gen at MM on [123.123.123.123]\nQueue: Enforcements \nMemberOf: TOP\nContent:\n ... lots of stuff here ...
Apr 22 16:20:52 unknown RT: <rt-3.0.12-1799-27212.0.449530016162356 at sun.com> #1799/27212 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:92)\n
Apr 22 16:20:52 unknown RT: <rt-3.0.12-1799-27212.0.449530016162356 at sun.com> sent To: archive at localhost Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:302)\n
Apr 22 16:20:53 unknown RT: <rt-3.0.12-1799-27212.5.34126626670407 at sun.com> #1799/27212 - Scrip 41 NotifyOnLaunch (/opt/rt3/lib/RT/Action/SendEmail.pm:92)\n
Apr 22 16:20:53 unknown RT: <rt-3.0.12-1799-27212.5.34126626670407 at sun.com> sent To:  Cc: XxXxX Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:302)\n
Apr 22 16:20:54 unknown RT: Ticket 1799 created in queue 'Enforcements' by RT_System (/opt/rt3/lib/RT/Ticket_Overlay.pm:642)\n
Apr 22 16:20:54 unknown RT: Assigned Inform with 1799\n
Apr 22 16:20:54 unknown RT: Handling links for 1799\n
Apr 22 16:20:54 unknown RT: Building MemberOf link for TOP: 1798\n
Apr 22 16:20:54 unknown RT: Handling postponed actions for RT::Ticket=HASH(0x1cb3f1c)\n
Apr 22 16:20:54 unknown RT: Ticket 1798 created in queue 'Infections' by RT_System (/opt/rt3/lib/RT/Ticket_Overlay.pm:642)\n
Apr 22 16:20:54 unknown RT: Assigned Infection with 1798\n
Apr 22 16:20:54 unknown RT: Scrip 92 died. - Can't call method "can" on an undefined value at /opt/rt3/lib/RT/Action/CreateTickets.pm line 471.\n\nStack:\n  [/opt/rt3/lib/RT/Action/CreateTickets.pm:471]\n  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207]\n  [/opt/rt3/lib/RT/Scrip_Overlay.pm:417]\n  [/opt/rt3/lib/RT/Scrip_Overlay.pm:352]\n  [/opt/rt3/lib/RT/Scrips_Overlay.pm:196]\n  [/opt/rt3/lib/RT/Transaction_Overlay.pm:118]\n  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3815]\n  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3958]\n  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3328]\n  [/opt/rt3/local/lib/RT/Action/FindInfection.pm:95]\n  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207]\n  [/opt/rt3/lib/RT/Scrip_Overlay.pm:417]\n  [/opt/rt3/lib/RT/Scrip_Overlay.pm:352]\n  [/opt/rt3/lib/RT/Scrips_Overlay.pm:196]\n  [/opt/rt3/lib/RT/Transaction_Overlay.pm:118]\n  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3815]\n  [/opt/rt3/lib/RT/Ticket_Overlay.pm:631]\n  [/opt/rt3/local/lib/RT/Interface/Email_Local.pm:306]\n  [/opt/rt3/local/html/REST/1.0/NoAuth/mail-gateway:34]\n (/opt/rt3/lib/RT/Scrip_Overla
Apr 22 16:20:55 unknown RT: Ticket 1797 created in queue 'Virus Reports' by rr120170 (/opt/rt3/lib/RT/Ticket_Overlay.pm:642)\n