[rt-users] Correspond Transaction Twice on Reply in Batchmode

[Ruslan Zakirov]

Try this patch

On 1/31/07, Audun Ytterdal <ay at linpro.no> wrote:
> I want to control most of my tickets with mails and I am cc'ing all
> tickets in a queue to a group of customers and a shared folder.
>
> Since mail is the main interface i've put some effort into putting some
> info in the footer of each mail
>
> <scrip>
> Description: 99LinproCorrespond
> Condition: On Correspnd
> Action: Notify Requestors, Ccs and AdminCcs
> Template: Global template: LinproMailTemplateRe
> Stage: TransactionCreate
> </scrip>
>
> <template>
> RT-Attach-Message: yes
> Subject: { "Re: [".$RT::rtname." #".$Ticket->id."] ".$Ticket->Subject}
>
> {
>  my $content = '';
>  my $transactions = $Ticket->Transactions;
>  $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
>
>  while (my $transaction = $transactions->Next) {
>    my $attachments = $transaction->Attachments;
>
>    while (my $message = $attachments->Next) {
>      next unless $message->ContentType =~
>               m!^(text/plain|message|text$)!i;
>
>      $content = $message->Content;
>    }
>  }
>  my $output = ($content || $Transaction->Content());
>  $output;
> }
> --
> Linproticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> [{$Ticket->Status}]
> Requestor: {$Ticket->RequestorAddresses} Created: {$Ticket->Created}
> Owner: {$Ticket->OwnerObj->EmailAddress || $Ticket->OwnerObj->Name}
> Level: {$Ticket->FirstCustomFieldValue('LinproLevel') }
> </template>
>
> This works, except the script is firing to soon so the information in
> $Ticket-Status and friends is outdated.
>
> After some googling around i found out that this works much better if I
> put "on correspondece"  in "TransactionBatch"-stage. All the information
> is now up to date and everything works as expected using the
> mailinterface to set Owner and Status and such.
>
> BUT, the script now fires twice If I use the webinterface. When I click
> on "reply" on a ticket _and_ when I submit  the reply.
>
> If the "on correspondance" is in "TransactionCreate"-Stage: Fire of the
> scrip when "update ticket" is clicked. But info is outdated
> If the "on correspondance" is in "TransactionBatche"-stage: Fire when
> clicking on "reply" and on "update ticket" so I get two mails.
>
> Is there anything I can to the get the benefit of both worlds? Is it a
> bug to start a transaction when clicking on reply before you acctually
> update it?
>
> --
> Audun
>

-- 
Best regards, Ruslan.
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