[rt-users] custom field resets to previous value after scrip runs

[Gene LeDuc]

Hi Doro,

I had a similar issue and I never quite figured out why it was 
happening.  I was able to eventually trick the system into letting me make 
the change stick.

My scrip was triggered when a user resolved a ticket via the web gui.  The 
scrip changed the ticket owner to the current user if it was Nobody and 
then triggered some other stuff.  Although the ownership change showed up 
in the transactions table and was logged in the logs, the ticket ended up 
with the original owner (Nobody).  What I finally did was to create another 
scrip to undo the undo that RT was doing.  It triggered if the owner got 
changed to a system user and the status was resolved.  When triggered, it 
just changed the owner back to the transaction's oldvalue and everything 
ended up as it should.  I have some guesses as to why RT flipped the owner 
back to Nobody, but they're mostly conjecture or conspiracy theory.  You 
should be able to modify my scrip to undo the unwanted reversion of your CF.

Here's the scrip I use to redo what RT undid.

Condition:
{ ### True if resolved and ticket 'given' to system acct <= 12
   my $MyName = "Scrip DNS:45:Condition (Revert Owner)";
   my $Transaction = $self->TransactionObj;
   my $Ticket = $self->TicketObj;
   my $highest_system_user = 12;
   my $val = $Transaction->Type eq 'Give'
          && $Transaction->Field eq 'Owner'
          && $Transaction->NewValue <= $highest_system_user
          && $Ticket->Status eq 'resolved';
$RT::Logger->debug("$MyName (" . $Transaction->Id . ") condition is " . 
($val ? "True" : "False"));
   return $val;
}

Prep code:
return 1;

Cleanup code:
### Undo RT's meddling change, set owner back to original
my $MyName = "Scrip DNS:45:Cleanup (Revert Owner)";
my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;
my $oldowner = $Transaction->OldValue;
$Ticket->_Set(Field=>'Owner', Value=>$oldowner, RecordTransaction=>0);

My best guess is that after all of your transactions run, RT looks at the 
values that were passed from the web form and compares them to the ticket 
values and then makes whatever changes are needed.  But this doesn't seem 
to hold up under all conditions, so who knows?

Regards,
Gene

At 09:21 AM 11/6/2007, Dorothea Muecke-Herzberg wrote:
>Hi,
>
>I've got some strange behaviour here. I have a scrip that changes the
>value of custom field
>ReleasePhase to "07_Signoff" and the ticket status to "resovled" when
>a different custom field is
>set to "completed".
>Strangely, after the changes have gone through (and can be traced in
>the ticket history),
>in the last transaction the custom field "ReleasePhase"  gets changed
>back to "05_Implementing":
>
>#       Tue Nov 06 17:16:01 2007        dmueckeherzberg - ReleasePhase
>07_SignOff changed to 05_Implementing
>#       Tue Nov 06 17:16:01 2007        RT_System - Outgoing email 
>recorded             [Show]
>#       Tue Nov 06 17:15:59 2007        RT_System - Outgoing email 
>recorded             [Show]
>#       Tue Nov 06 17:15:59 2007        RT_System - Status changed from 'open'
>to 'resolved'
>#       Tue Nov 06 17:15:58 2007        RT_System - ReleasePhase
>05_Implementing changed to 07_SignOff
>#       Tue Nov 06 17:15:58 2007        dmueckeherzberg - RolloutOnFTN 
>Completed added
>
>
>Here is my scrip:
>
>custom condition:
>#only act if subject has "RolloutFT." and new custom field value is "Complete"
>#
>my $CFvalue = 'Completed';
>unless ($self->TicketObj->Subject =~ /^RolloutFT.:/i) {return 0;}
>unless ($self->TransactionObj->Type eq "CustomField" ) {return 0;}
>unless ($self->TransactionObj->NewValue eq $CFvalue ) {return 0;}
>return 1;
>
>custom prep code:
>return 1;
>
>custom cleanup code:
>my $CFName = 'ReleasePhase';
>my $EndValue = '07_SignOff';
>my $RecTransaction = 1;
>### setting custom field $CFName to $EndValue
>my $QueueObj = $self->TicketObj->QueueObj;
>my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser );
>$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
>unless( $CFObj->id ) {
>   $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 );
>   unless( $CFObj->id ) {
>     $RT::Logger->warning("custom field '$CFName' isn't global or
>defined for queue '". $QueueObj->Name ."'");
>     return undef;
>   }
>}
>{
>     my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
>                                           Field => $CFObj->id,
>                                           Value => $EndValue,
>                                           RecordTransaction =>
>$RecTransaction );
>     unless( $st ) {
>       $RT::Logger->warning( "Couldn't set $EndValue as value for CF
>$CFName:". $msg );
>       return undef;
>     }
>   }
>return 1;
>
>Any ideas what is going on?
>
>Thank you
>
>Doro


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