[rt-users] Custom scrip: Ticket created, but commit fails.

Charles Johnson charles.johnson at accre.vanderbilt.edu
Thu Jun 24 12:19:00 EDT 2010

Badly needing help. This is a script to call a binary that sends data  
to a webservice. The binary simply accepts the data and returns.

rt version: 3.8.1
OS version CentOS 5.2

First, here is the error message:

Jun 24 10:51:32 helpdesk RT: Ticket 9261 created in queue  
'ClusterSupport' by johns276 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm: 
Jun 24 10:51:32 helpdesk RT: Attempted to commit a transaction with  
none in progress at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/ 
Handle.pm line 747 	 
'Action', 'commit', 'Force', 'undef') called at /usr/lib/perl5/ 
site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 780 	 
called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 675 	 
RT::Ticket::Create('RT::Ticket=HASH(0xc8b8798)', 'Requestor',  
'ARRAY(0xc8a4df4)', 'DependsOn', 'ARRAY(0xc8bb6b8)', 'Cc',  
'ARRAY(0xc8c1034)', 'RefersTo', 'ARRAY(0xc8bb7f0)', ...) called at / 
opt/rt3/bin/../local/lib/RT/Interface/Email/Filter/TakeAction.pm line  
'MIME::Entity=HASH(0xc8af7fc)', 'RawMessageRef', 'SCALAR(0xc8afdc0)',  
'CurrentUser', 'RT::CurrentUser=HASH(0xc862d80)', 'AuthLevel', 1,  
'Action', ...) called at /opt/rt3/bin/../lib/RT/Interface/Email.pm  
line 1274 	RT::

The ticket is created but the commit fails. An attempt to view the  
ticket produces this error message: "Could not load ticket 9261"

Here is the scrip. It is attached to a particular queue  

# Condition: User defined
if ($self->TransactionObj->Type eq 'Create')  {
      return (1);

# Action: User Defined
# Custom action preparation code: Do nothing with the ticket

# Custom action cleanup code:
    my $myId       = $self->TicketObj->EffectiveId;
    my $mySubject  = $self->TicketObj->Subject;

    my $binary = '/home/alarmpoint/alarmpointsystems/integrationagent/ 
    system($binary, '--map-data', 'vanderbilt', 'Cluster Group',  
$mySubject, 'RT', "RT $myId");


#Template: Global Template: Blank

Any suggestions would be appreciated. The message is actually send to  
the webservice, since we can log in to the remote server and see that  
the data was sent appropriately. However, RT balks.



Charles Johnson, Vanderbilt University
Advanced Computing Center for Research and Education
Office: 615-343-4134
Cell: 615-478-5743

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