[rt-users] Callbacks are too greedy in rt 3.2.2

Przemek Jaroszewski przemek at cert.pl
Wed Jan 19 10:15:50 EST 2005

I'm running RT 3.2.2 with RTIR 1.1.3. It seems like there is a 
misconception in how Callbacks work in RT 3.2:
/Ticket/Display.html has the following call at the beginning of INIT 

$m->comp('/Elements/Callback', _CallbackName => 'Initial', TicketObj => 
$TicketObj, ARGSRef => \%ARGS);

It seems like /Elements/Callback reuses Display from a module where the 
Queue of the Ticket belongs. It may lead to a weird situation where you 
have no way to do basic operations on a ticket once it gets to a queue 
from a custom module, because default tabs are replaced with custom 
ones. It means, for example, that you may not be able to move a ticket 
to a different queue when mail was sent to a wrong alias.

The workaround is to remove the line above from /Ticket/Display.html. 
When doing that, you will need to update RTIR_Config.pm to use 
/RTIR/Display.html instead of /Ticket/Display.html manually. Similar 
changes may be required for other modules (e.g.RTFM) to work.


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