[rt-users] RT 3.8.10 is setting a CF value on new ticket creation?

[Jeff Blaine]

On 8/9/2011 3:07 PM, Kenneth Crocker wrote:
> Jeff,
>
> I need more info. Are you saying the CF IS changed but a template or
> email says it isn't or what. Or are you saying the CF is changed and
> then gets unchanged?

'Discovery Method' is a CF of type 'multiple values' that
applies to Tickets.

The scrip sets 'Discovery Method' to a value *IF* the subject
of the ticket matches a certain regex (let's say /foo bar/).

I'm saying the following:

If I make a ticket via email with subject "WONT_MATCH_REGEX",
our scrip runs, logs that it did not change the CF value,
and logs the proof of that by showing OldValue and NewValue
just as the scrip is exiting.

     No match, Discovery Method left alone
     Old '' New ''

Looking at the brand new ticket in the web UI shows that
'Discovery Method' *HAS* been set to one of its possible
values.

 > It isn't clear to me what is exactly happening.
> Also, what is it the scrip is supposed to do?

 > You don't shop any code that shows what happens to $oldy or $newy.

The code shows that the scrip returns 1 right after I
show $oldv and $newv.  I'm not doing anything with
$oldv and $newv other than logging them as proof that
the value was not modified.

> Kenn
> LBNL
>
> On Tue, Aug 9, 2011 at 11:59 AM, Jeff Blaine <jblaine at kickflop.net
> <mailto:jblaine at kickflop.net>> wrote:
>
>     I'm confused and can't see that I am doing anything
>     wrong.  Either I *am* doing something wrong, or there's
>     a really bizarre bug in 3.8.10.  Surely it's the former.
>
>     The following scrip reports (as we expect in our specific
>     test cases):
>
>         No match, Discovery Method left alone
>         Old '' New ''
>
>     Yet the CF named 'Discovery Method' is in fact being set
>     to a value when a new ticket is created.  The value set
>     seems random and is not the same thing with each new
>     ticket.
>
>     We have no other scrips that concern themselves with this
>     field.  Does anyone have any ideas?
>
>     # ... a bunch of tests here to set Discovery Method based
>     # ... on whether the ticket subject matches a regex or not
>     if ($matched == 0) {
>         $RT::Logger->info("No match, Discovery Method left alone");
>     }
>     my $trans = $self->TransactionObj;
>     my $ticket = $self->TicketObj;
>     my $testcf = new RT::CustomField($RT::__SystemUser);
>
>     $testcf->LoadByName(Queue => $ticket->QueueObj->id,
>                          Name => "Discovery Method");
>     my $oldv = trim($self->TransactionObj->__OldValue());
>     my $newv = trim($self->TransactionObj->__NewValue());
>     $RT::Logger->info("Old '$oldv' New '$newv'");
>
>     return 1;
>     --------
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>
>
>
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