[rt-users] Order of transactions

[Gene LeDuc]

Hi All,

I saw a post with a similar issue a while ago, but the solutions offered 
don't fit my situation.

I have 2 custom fields, IP and State.  IP is a single value text field and 
State is a single value combo box.

I'm modifying both values using the Basics tab of the Ticket screen.  I set 
IP to some value and State to some value via the pulldown menu, then click 
"Save Changes".

My expectation is that both values would be modified before any scrips are 
triggered.

However...  It appears that RT modifies State first, which fires a 
custom-condition "State Change" scrip.  IP then gets modified only after 
the scrip fires, so it is not available to a template used by the "State 
Change" scrip.  The problem is that I need the IP in order to send out an 
e-mail that makes sense.

The History display shows the State being changed, then the actions of the 
"State Change" scrip (a queue change and the e-mail), then the IP value 
being set.

Is there a way I can hold off on the "State Change" scrip until after both 
values have been changed in the Basics screen?

It's not a "scrip execution order" issue, because there's only 1 scrip 
involved.  The issue is that I need all of the updates from the web page to 
happen before any scrips are triggered.

I can work around this if I make the changes in 2 steps (change IP then 
change State), but I'm sure my users won't see the logic in doing this.

I thought about adding a condition to the "State Change" scrip that makes 
sure that IP is not null.  That would keep the e-mail from going out with a 
null IP, but then the scrip condition would not be satisfied when the IP 
value does finally gets modified.

Has anyone else conquered this issue?  Or am I missing something pretty basic?

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University