[rt-users] Fwd: A little Scrip help

Aaron Guise aaron at guise.net.nz
Sun Mar 1 18:58:16 EST 2009


This is the information I found in the database to support my thinking of
the below solution.

idObjectTypeObjectIdTimeTakenTypeFieldOldValueNewValueReferenceType
OldReferenceNewReferenceDataCreatorCreated 341302RT::Ticket202630AddLink
MergedInto
fsck.com-rt://ham.sitel.co.nz/ticket/20219



522322009-02-26 23:19:46 341303RT::Ticket202190AddLinkMergedInto
fsck.com-rt://ham.sitel.co.nz/ticket/20219



522322009-02-26 23:19:46

On Mon, Mar 2, 2009 at 12:27 PM, Aaron Guise <aaron at guise.net.nz> wrote:

> Hi All,
>
> I have investigated the possiblility of having the trigger rule out one of
> these transactions.  I have now come up with the below ammendment which I
> feel should work but we now get a total of 0 emails sent so I feel it is
> flawed. Any ideas?
> *
> CODE:*
> my $txn = $self->TransactionObj;
> return 0 unless $txn->Type =~ /^AddLink$/i;
> return 0 unless $txn->Field =~ /^MergedInto$/i;
> if ($txn->NewValue =~ $txn->ObjectID)
>     {
>     return 1;
>     }
> else
>     {
>     return 0;
>     }
> return 1;
>
> *Regards,*
>
> *Aaron Guise
> 027 212 6638
> aaron at guise.net.nz
>  *
>
>
>
> On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel <
> c_apotla at qualcomm.com> wrote:
>
>> Hi,
>> When you merge two tickets , I think the condition you have defined is
>> evaluating to a true condition for both the tickets individually.
>> When the action that is 'notify owner' takes place, in both cases the
>> ticket that is retrieved by ID will be the same as the tickets are now
>> merged(Merged tickets have same ID numbers,the one into which you merged a
>> ticket into).
>>
>> Anyways, try tweaking the condition a bit so that when two tickets are
>> merged, the condition evaluates true only to one of them, preferably the one
>> into which a ticket is merged.
>>
>> -Ashish
>> ________________________________________
>> From: rt-users-bounces at lists.bestpractical.com [
>> rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [
>> KFCrocker at lbl.gov]
>> Sent: Friday, February 27, 2009 10:50 PM
>> To: Aaron Guise
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Fwd: A little Scrip help
>>
>> Aaron,
>>
>>
>>        Well, I'm at a loss as well. Sorry.
>>
>>
>> Kenn
>> LBNL
>>
>> On 2/26/2009 4:58 PM, Aaron Guise wrote:
>> >  I thought of this scenario already,  but I created the ticket from
>> > another external email address which is separate from my work one which
>> > RT Responds to. I am the owner of the ticket data is merged with and
>> > hence I get one email but I have a feeling it may be emailing twice as
>> > there is two tickets which become one and effectively I become the owner
>> > of both.
>> >
>> > But it reports the ID# of the only remaining ticket in both emails.
>> >
>> > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker <KFCrocker at lbl.gov
>> > <mailto:KFCrocker at lbl.gov>> wrote:
>> >
>> >     Aaron,
>> >
>> >
>> >            Are the persons getting the Email in more than 1 role? FOr
>> >     example; If I am the Requestor & the Owner and someone merges a
>> >     ticket into mine am I getting 1 email as requestor and 1 as owner?
>> >     Just a thought.
>> >
>> >     Kenn
>> >     LBNL
>> >
>> >
>> >     On 2/26/2009 3:17 PM, Aaron Guise wrote:
>> >
>> >
>> >
>> >         ---------- Forwarded message ----------
>> >         From: *Aaron Guise* <aaron at guise.net.nz
>> >         <mailto:aaron at guise.net.nz> <mailto:aaron at guise.net.nz
>> >         <mailto:aaron at guise.net.nz>>>
>> >         Date: Fri, Feb 27, 2009 at 12:17 PM
>> >         Subject: Re: [rt-users] A little Scrip help
>> >         To: Kenneth Crocker <KFCrocker at lbl.gov
>> >         <mailto:KFCrocker at lbl.gov> <mailto:KFCrocker at lbl.gov
>> >         <mailto:KFCrocker at lbl.gov>>>
>> >
>> >
>> >         Yeah, Have double checked all of those scrips/templates again.
>> >          The only one that nets an output matching that is the
>> >         MergeNotifier Template.  Looking in the RT interface for the
>> >         ticket it shows that the same email sent twice one second apart.
>> >
>> >         I even disabled a whole bunch of other scrips which may have
>> >         sent a duplicate message but still to no avail. This just
>> >         shouldn't be happening from what I can tell.
>> >
>> >            *Regards,*
>> >
>> >            *Aaron Guise
>> >            027 212 6638
>> >            aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>> >         <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>>
>> >             *
>> >
>> >
>> >
>> >         On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker
>> >         <KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>
>> >         <mailto:KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>>> wrote:
>> >
>> >            Aaron,
>> >
>> >
>> >                   Check to see if there are other scrips that are
>> initiated
>> >            with an owner change or ticket creation, etc. Is the template
>> >            wording the same? Perhaps different wording for templates
>> used by
>> >            different scrips will give you a clue.
>> >
>> >
>> >            Kenn
>> >            LBNL
>> >
>> >
>> >            On 2/26/2009 12:46 PM, Aaron Guise wrote:
>> >
>> >                Hi,
>> >
>> >                I have just now amended our RT_SiteConfig with
>> >                Set($UseTransactionBatch, 1);
>> >
>> >                Unfortunately it still triggered two emails.  The scrip
>> >         itself
>> >                is set to use transaction batch. I have posted a
>> >         screenshot here
>> >                with the whole configuration of that particular scrip.
>> >
>> >
>> >                   *Regards,*
>> >
>> >                   *Aaron Guise
>> >                   027 212 6638
>> >                   aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>> >         <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>>
>> >                <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>> >         <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>>>
>> >                    *
>> >
>> >
>> >
>> >
>> >                On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker
>> >                <KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>
>> >         <mailto:KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>>
>> >                <mailto:KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>
>> >         <mailto:KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>>>> wrote:
>> >
>> >                   Aaron,
>> >
>> >
>> >                          You need to turn on TransactionBatch in your
>> >                RT_SiteConfig.pm
>> >                   file in /RTHOME/etc directory. That should allow you
>> >         to use that
>> >                   stage option.
>> >
>> >
>> >                   Kenn
>> >                   LBNL
>> >
>> >
>> >                   On 2/26/2009 10:33 AM, Aaron Guise wrote:
>> >
>> >                       If set to transaction batch which is marked
>> >         Transaction
>> >                       Batch(Disabled) it seems the script is just
>> >         disabled as
>> >                no email
>> >                       is sent.
>> >
>> >                       On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish
>> >         Bassaliel
>> >                       <c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com> <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com>>
>> >                <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com> <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com>>>
>> >                       <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com>
>> >                <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com>> <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com>
>> >                <mailto:c_apotla at qualcomm.com
>> >         <mailto:c_apotla at qualcomm.com>>>>>
>> >
>> >                       wrote:
>> >
>> >
>> >                          ________________________________________
>> >                          From: Potla, Ashish Bassaliel
>> >                          Sent: Thursday, February 26, 2009 5:59 PM
>> >                          To: Aaron Guise
>> >                          Subject: RE: [rt-users] A little Scrip help
>> >
>> >                          Is the scrip set to 'Transaction Batch' or
>> >                'Transaction Create'?
>> >                          Set it to Transaction Batch.
>> >
>> >                          -Ashish
>> >                          ________________________________________
>> >                          From: rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>
>> >                       <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>>
>> >
>> >          <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>
>> >                       <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>>>
>> >
>> >                          [rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>
>> >                       <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>>
>> >
>> >          <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>
>> >                       <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>
>> >                <mailto:rt-users-bounces at lists.bestpractical.com
>> >         <mailto:rt-users-bounces at lists.bestpractical.com>>>>] On Behalf
>> Of
>> >                          Aaron Guise [aaron at guise.net.nz
>> >         <mailto:aaron at guise.net.nz>
>> >                <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>>
>> >         <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>> >                <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>>>
>> >                       <mailto:aaron at guise.net.nz
>> >         <mailto:aaron at guise.net.nz> <mailto:aaron at guise.net.nz
>> >         <mailto:aaron at guise.net.nz>>
>> >                <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>> >         <mailto:aaron at guise.net.nz <mailto:aaron at guise.net.nz>>>>]
>> >
>> >
>> >                          Sent: Thursday, February 26, 2009 4:02 PM
>> >                          To: rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>
>> >                <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>>
>> >                       <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>
>> >                <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>>>
>> >                          <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>
>> >                <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>>
>> >                       <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>
>> >                <mailto:rt-users at lists.bestpractical.com
>> >         <mailto:rt-users at lists.bestpractical.com>>>>
>> >
>> >                          Subject: [rt-users] A little Scrip help
>> >
>> >                          Hi,
>> >
>> >                          I have implemented a scrip to notify the owner
>> >         in the
>> >                event
>> >                       someone
>> >                          else merges data into one of their tickets.
>> >          All works
>> >                well
>> >                       but alas
>> >                          it actually sends the notification twice.
>>  There is
>> >                probably
>> >                       a real
>> >                          simple answer but it is baffling me.  Have just
>> >         ignored it
>> >                       the last
>> >                          few months but now I am a little beyond that.
>> >
>> >                          The scrip used is noted below;
>> >
>> >                          my $txn = $self->TransactionObj;
>> >                          return undef unless $txn->Type =~ /^AddLink$/i;
>> >                          return undef unless $txn->Field =~
>> /^MergedInto$/i;
>> >                          return 1;
>> >
>> >                          Any assistance in stopping this will be greatly
>> >                appreciated.
>> >
>> >                          --
>> >                          Regards
>> >
>> >                          Aaron
>> >                          _______________________________________________
>> >
>> >
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> >                          Community help: http://wiki.bestpractical.com
>> >                          Commercial support: sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>
>> >                <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>>
>> >                       <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>
>> >                <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>>>
>> >                          <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>
>> >                <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>>
>> >         <mailto:sales at bestpractical.com <mailto:sales at bestpractical.com
>> >
>> >                <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>>>>
>> >
>> >
>> >
>> >
>> >                          Discover RT's hidden secrets with RT Essentials
>> >         from
>> >                O'Reilly
>> >                       Media.
>> >                          Buy a copy at http://rtbook.bestpractical.com
>> >
>> >
>> >
>> >
>> >
>> ------------------------------------------------------------------------
>> >
>> >
>> >                       _______________________________________________
>> >
>> >
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> >                       Community help: http://wiki.bestpractical.com
>> >                       Commercial support: sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>
>> >                <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>>
>> >                       <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>
>> >                <mailto:sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>>>
>> >
>> >
>> >                       Discover RT's hidden secrets with RT Essentials
>> >         from O'Reilly
>> >                       Media. Buy a copy at
>> http://rtbook.bestpractical.com
>> >
>> >
>> >
>> >
>> >
>> >
>> >
>> >
>> ------------------------------------------------------------------------
>> >
>> >         _______________________________________________
>> >
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> >         Community help: http://wiki.bestpractical.com
>> >         Commercial support: sales at bestpractical.com
>> >         <mailto:sales at bestpractical.com>
>> >
>> >
>> >         Discover RT's hidden secrets with RT Essentials from O'Reilly
>> >         Media. Buy a copy at http://rtbook.bestpractical.com
>> >
>> >
>> >
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
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