[rt-users] Scrip failure following 3.8.1 -> 3.8.8 upgrade

[John Beranek]

On 18/08/10 16:50, John Beranek wrote:
> On 18/08/10 15:58, John Beranek wrote:
>> On 18/08/10 15:37, Kevin Falcone wrote:
>>> On Wed, Aug 18, 2010 at 03:23:28PM +0100, John Beranek wrote:
>>>> We've just upgraded our RT installation from 3.8.1 to 3.8.8 and it
>>>> mostly went very seamlessly.
>>>>
>>>> However, since making the new version live I've noticed that one of our
>>>> global Scrips has stopped working.
>>>
>>> What happens when you use $RT::Logger->warn to track the Type and
>>> Status?  My guess is that the Type is not what you expect.
>>
>> Hmm, that doesn't show anything as such (after I get the logging syntax
>> right)...but I know can see that an error in the log does appear to be
>> associated with this Scrip:
>>
>> [Wed Aug 18 14:55:25 2010] [warning]: *** Type: Take Status: new ((eval
>> 5574):1)
>> [Wed Aug 18 14:55:25 2010] [error]: Template parsing error: Can't call
>> method "SubValue" on an undefined value at template line 9.
> 
> OK this second error is actually a red herring, caused by another Scrip
> I had created to investigate this problem.
> 
> What _does_ fix it is to change the Action to 'User Defined' with the code:
> 
> $self->TicketObj->Open();
> 
> So, the problem seems to be with the "Open Tickets" action...

Looking into this further, in lib/RT/Acton/AutoOpen.pm, in the 'prepare'
function, $self->TransactionObj->IsInbound is coming out as a positive
integer, so the 'prepare' function is returning 'undef' and the action
isn't being performed.

This is some change in the behaviour of RT between 3.8.1 and 3.8.8 that
has caught us unawares. Reading into this a bit more, it looks like the
'Open Tickets' action was written with a very specific purpose in mind,
to re-open tickets if the requester sends further email. We were not
using the action for this purpose.

So, I guess the appropriate final solution is indeed to use custom
action code in the Scrip.

Cheers,

John.

-- 
John Beranek, Senior Software Engineer, Engineering Tools Group
Pace plc.                                Tel: +44 1274 538356
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