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

[Kenneth Crocker]

John,

We do the same thing, but our code is this:

Custom Condition Code:
# Check for Ticket Status changed to "open"

my $trans = $self->TransactionObj;

return ($trans->Type eq "Status" &&
          $trans->NewValue eq "open");


Custom Prep Code:
# set owner if Nobody

my $ticket = $self->TicketObj;
my $trans = $self->TransactionObj;
my $owner_id = $trans->CreatorObj->PrincipalId;

if  ($ticket->OwnerObj->Name() eq 'Nobody' )
   {
    $ticket->SetOwner($owner_id, 'Force');
   }

return 1;

Hope this helps.

Kenn
LBNL

On Wed, Aug 18, 2010 at 9:21 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Aug 18, 2010 at 05:10:42PM +0100, John Beranek wrote:
> > 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 implies that the person taking the ticket is also a Requestor,
> possibly because you're creating test tickets.
>
> > 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.
>
> Check the logic again, it says "If the ticket is the new and this
> transaction was from the Requestor, don't change it to open"
>
> > So, I guess the appropriate final solution is indeed to use custom
> > action code in the Scrip.
>
> If you goal is to always change the status to open with no
> restrictions, then yes, one line of custom action is the correct
> solution.
>
> -kevin
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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