[rt-users] scrips behaving differently via mail and web ui

[Michael S. Baker]

I'm running RT 3.0.1 with Apache 1.3.27, mysql 4.0.12, and mod_perl 1.27 
on a Solaris 8 server.

I have setup a scrip/template for Approvals and a scrip to process 
custom fields from email. The scrips are behaving differently depending 
on the method of entry in to RT, email or web ui.

The Approval scrip/template works correctly via the web ui, but the 
custom fields scrip deletes all of the custom fields except one. When 
the input method is email the custom fields get handled correctly, but 
the Approval queue isn't set.

Any ideas what's going on here and how I can fix it? The debug info in 
the log isn't being helpful, atm.

Here are the scrips/templates:

+++Approval Template+++
===Create-Ticket: fwapproval
Subject: Approval for 
{$Tickets{'TOP'}->FirstCustomFieldValue('Organization')} Firewall 
Request {$Tickets{'TOP'}->Id}
Depended-On-By: {$Tickets{'TOP'}->Id}
Type: Approval
Queue: {$Tickets{'TOP'}->FirstCustomFieldValue('Organization')}Approvals
Content: There is a new request from 
{$Tickets{'TOP'}->RequestorAddresses} requiring your approval.
You can view the request at the Network Web page or by following this URL:
http://rtdev.example.com/Ticket/Display.html?id={$Tickets{'TOP'}->Id}
ENDOFCONTENT
+++End Approval Template+++

+++Custom Fields Scrip+++
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $field;

#
# Get the following custom fields from email headers:
# Organization, Source, Destination, Ports, Direction
#

my @fieldnames = ( 'X-RTOrg', 'X-RTSrc', 'X-RTDst', 'X-RTPort', 'X-RTDir' );
my %cfields = (
         'X-RTOrg'=>'Organization',
         'X-RTSrc'=>'Source',
         'X-RTDst'=>'Destination',
         'X-RTPort'=>'Port(s)',
         'X-RTDir'=>'Direction' );

foreach $field ( @fieldnames ) {
         my $mailer = $Transaction->Attachments->First->GetHeader($field);
         my $cf = new RT::CustomField($RT::SystemUser);

         $cf->LoadByNameAndQueue(Name=>$cfields{$field}, Queue=>5);

         $Ticket->AddCustomFieldValue(Field=>$cf, Value=>$mailer);
}
+++End Custom Fields Scrip+++


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