[rt-users] CustomField is deleted automatically after modified by a scrip

[Ruslan Zakirov]

You can try to use TransactionBatch stage.

On 5/12/06, David Di <David.Di at sssworldwide.com> wrote:
> Hi Steve,
>
> Thanks for the reply and what you explained was just what I suspected.
> But in this case how can I set a CF's value as the purpose of a scrip is
> to do the job without manual intervention. This one sometimes works but
> not stable so I can't make sure it always work and so I can't put it in
> production use. One more problem is when I use one scrip to change two
> CFs' value, one is changed fine and one has this problem that was
> deleted afterwards. If you have any solution that will be great help.
> Thank you.
>
>
> Regards,
>
> David
>
>
> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU]
> Sent: Thursday, May 11, 2006 9:53 PM
> To: David Di; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] CustomField is deleted automatically after
> modified by a scrip
>
>
> At Thursday 5/11/2006 03:52 AM, David Di wrote:
> >I encountered a strange problem when setting value for a custom
> >field. If anyone can give me a lead that will be appreciated.
> >
> >
> >
> >Note: this action is to set current transaction user to be the
> >Evaluator, fill in his real name instead of RT id.
> >
> >History record in the ticket:
> >RT_System - Evaluator James Wot added
> >wotj01 - Evaluator James Wot deleted
> >
> >Note: first line shows that the scrip updated the CF:Evaluator
> >successfully but then there's another transaction shows that the
> >user deleted the CF's value. But the user didn't do that. So it must
> >be some internal mechanism did that.
>
>
> Hello David,
>
> You didn't describe what the user-defined condition does, but I can
> guess what's happening. I'm assuming that the problem occurs when a
> ticket is updated in the web interface, from a screen that allows
> custom fields to be updated.
>
> When you submit the form, the CF value on the screen is blank. The
> scrip changes the value to 'James Wot'. Then the values submitted
> from the form are processed - RT sees that the current CF value is
> 'James Wot' and that the submitted value is null. It interprets this
> as a deletion.
>
> Steve
>
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-- 
Best regards, Ruslan.