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

[John Beranek]

On 18/08/10 17:21, Kevin Falcone wrote:
> On Wed, Aug 18, 2010 at 05:10:42PM +0100, John Beranek wrote:
>>
[snip]
>> 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.

Ah, you're spot on!

>> 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"

Well, I don't quite understand the logic, because I don't understand the
significance of "$self->TransactionObj->IsInbound".

>> 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.

Yes, I don't really think we want the additional logic in AutoOpen at all.

Many thanks for your help.

Cheers,

John.

-- 
John Beranek, Senior Software Engineer, Engineering Tools Group
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