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

Jeff Blaine jblaine at kickflop.net
Wed Aug 10 13:03:28 EDT 2011 

On 8/10/2011 12:39 PM, Ruslan Zakirov wrote:
> If there is only one transaction then something pushing data through
> Create method. It can be callback or library, but not a scrip. List of
> files in local dir may sched some light.

Gladly.  More info below this, too.  Note that the 2 local
callbacks below (Update.html/Initial and Modify.html/jblaine)
are in place to disallow resolving a ticket unless a certain
CF has been set to a value (not null).  Neither callback
does anything unless status is 'resolved', and neither
set any data/fields explicitly.  These callbacks have been
in place for ~6 months and are in our production 3.8.7
instance as well as this test 3.8.10 instance.

==================================================================

cd local
ls -R .

./etc:

./html:
Callbacks

./html/Callbacks:
MyCallbacks

./html/Callbacks/MyCallbacks:
Ticket

./html/Callbacks/MyCallbacks/Ticket:
Modify.html
Update.html

./html/Callbacks/MyCallbacks/Ticket/Modify.html:
Default.Disable
jblaine

./html/Callbacks/MyCallbacks/Ticket/Update.html:
Initial

./lib:

./man:
auto
man3

./man/auto:
RT
RTFM

./man/auto/RT:
Extension

./man/auto/RT/Extension:
SaltedPasswords
SearchResults
SpawnLinkedTicketInQueue

./man/auto/RT/Extension/SaltedPasswords:

./man/auto/RT/Extension/SearchResults:
XLS

./man/auto/RT/Extension/SearchResults/XLS:

./man/auto/RT/Extension/SpawnLinkedTicketInQueue:

./man/auto/RTFM:

./man/man3:
RT::Digest::SHA::PurePerl.3pm
RT::Extension::SaltedPasswords.3pm
RT::Extension::SearchResults::XLS.3pm
RT::Extension::SpawnLinkedTicketInQueue.3pm
RT::FM::Article.3pm
RT::FM::ArticleCollection.3pm
RT::FM::ArticleCollection_Overlay.3pm
RT::FM::Article_Overlay.3pm
RT::FM::Class.3pm
RT::FM::ClassCollection.3pm
RT::FM::ClassCollection_Overlay.3pm
RT::FM::Class_Overlay.3pm
RT::FM::Introduction.3pm
RT::FM::ObjectTopic.3pm
RT::FM::ObjectTopicCollection.3pm
RT::FM::ObjectTopicCollection_Overlay.3pm
RT::FM::Record.3pm
RT::FM::SearchBuilder.3pm
RT::FM::System.3pm
RT::FM::Topic.3pm
RT::FM::TopicCollection.3pm
RT::FM::TopicCollection_Overlay.3pm
RT::FM::Topic_Overlay.3pm
RT::URI::a.3pm
RT::URI::fsck_com_rtfm.3pm

./plugins:
RT-Extension-SaltedPasswords
RT-Extension-SearchResults-XLS
RT-Extension-SpawnLinkedTicketInQueue
RT-FM

./plugins/RT-Extension-SaltedPasswords:
lib
sbin

./plugins/RT-Extension-SaltedPasswords/lib:
perllocal.pod
RT

./plugins/RT-Extension-SaltedPasswords/lib/RT:
Digest
Extension

./plugins/RT-Extension-SaltedPasswords/lib/RT/Digest:
SHA

./plugins/RT-Extension-SaltedPasswords/lib/RT/Digest/SHA:
PurePerl.pm

./plugins/RT-Extension-SaltedPasswords/lib/RT/Extension:
SaltedPasswords.pm

./plugins/RT-Extension-SaltedPasswords/sbin:
vulnerable-passwords
vulnerable-passwords.in

./plugins/RT-Extension-SearchResults-XLS:
html
lib

./plugins/RT-Extension-SearchResults-XLS/html:
Callbacks
Search

./plugins/RT-Extension-SearchResults-XLS/html/Callbacks:
Results-XLS

./plugins/RT-Extension-SearchResults-XLS/html/Callbacks/Results-XLS:
Search

./plugins/RT-Extension-SearchResults-XLS/html/Callbacks/Results-XLS/Search:
Elements
Results.html

./plugins/RT-Extension-SearchResults-XLS/html/Callbacks/Results-XLS/Search/Elements:
ResultViews

./plugins/RT-Extension-SearchResults-XLS/html/Callbacks/Results-XLS/Search/Elements/ResultViews:
AfterTools

./plugins/RT-Extension-SearchResults-XLS/html/Callbacks/Results-XLS/Search/Results.html:
SearchActions

./plugins/RT-Extension-SearchResults-XLS/html/Search:
Results.xls

./plugins/RT-Extension-SearchResults-XLS/lib:
perllocal.pod
RT

./plugins/RT-Extension-SearchResults-XLS/lib/RT:
Extension

./plugins/RT-Extension-SearchResults-XLS/lib/RT/Extension:
SearchResults

./plugins/RT-Extension-SearchResults-XLS/lib/RT/Extension/SearchResults:
XLS.pm

./plugins/RT-Extension-SpawnLinkedTicketInQueue:
html
lib

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html:
Callbacks
Elements
Helpers

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html/Callbacks:
SpawnLinkedTicket

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html/Callbacks/SpawnLinkedTicket:
Elements

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html/Callbacks/SpawnLinkedTicket/Elements:
ShowLinks

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html/Callbacks/SpawnLinkedTicket/Elements/ShowLinks:
Default

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html/Elements:
SpawnLinkedTicket

./plugins/RT-Extension-SpawnLinkedTicketInQueue/html/Helpers:
SpawnLinkedTicket

./plugins/RT-Extension-SpawnLinkedTicketInQueue/lib:
perllocal.pod
RT

./plugins/RT-Extension-SpawnLinkedTicketInQueue/lib/RT:
Extension

./plugins/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension:
SpawnLinkedTicketInQueue.pm

./plugins/RT-FM:
bin
etc
html
lib
po
sbin

./plugins/RT-FM/bin:
notify

./plugins/RT-FM/etc:
acl.mysql
acl.Oracle
acl.Pg
drop_schema.mysql
drop_schema.Oracle
drop_schema.Pg
initial_data
RTFM_Config.pm
schema.mysql
schema.mysql-4.1
schema.Oracle
schema.Pg
upgrade

./plugins/RT-FM/etc/initial_data:
dyndns

./plugins/RT-FM/etc/upgrade:
2.1.0
2.1.30
2.2.0RC2
upgrade-mysql-schema.pl

./plugins/RT-FM/etc/upgrade/2.1.0:
acl.mysql
acl.Oracle
acl.Pg
content
schema.mysql
schema.Oracle
schema.Pg

./plugins/RT-FM/etc/upgrade/2.1.30:
acl.mysql
acl.Oracle
acl.Pg
content
schema.mysql
schema.Oracle
schema.Pg

./plugins/RT-FM/etc/upgrade/2.2.0RC2:
acl.mysql
acl.Oracle
acl.Pg
content
schema.mysql
schema.Oracle
schema.Pg

./plugins/RT-FM/html:
Admin
Callbacks
NoAuth
RTFM
SelfService

./plugins/RT-FM/html/Admin:
Global
RTFM

./plugins/RT-FM/html/Admin/Global:
CustomFields

./plugins/RT-FM/html/Admin/Global/CustomFields:
RTFM-Class-RTFM-Article.html

./plugins/RT-FM/html/Admin/RTFM:
Classes
Elements
Global
index.html

./plugins/RT-FM/html/Admin/RTFM/Classes:
CustomFields.html
GroupRights.html
index.html
Modify.html
Topics.html
UserRights.html

./plugins/RT-FM/html/Admin/RTFM/Elements:
ClassTabs
GlobalTabs
Header
Tabs
Topics

./plugins/RT-FM/html/Admin/RTFM/Global:
GroupRights.html
index.html
Topics.html
UserRights.html

./plugins/RT-FM/html/Callbacks:
RTFM

./plugins/RT-FM/html/Callbacks/RTFM:
Admin
autohandler
Elements
RTIR
SelfService
Ticket

./plugins/RT-FM/html/Callbacks/RTFM/Admin:
Elements
Global
index.html

./plugins/RT-FM/html/Callbacks/RTFM/Admin/Elements:
CustomFieldTabs
Tabs

./plugins/RT-FM/html/Callbacks/RTFM/Admin/Elements/CustomFieldTabs:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Admin/Elements/Tabs:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Admin/Global:
CustomFields

./plugins/RT-FM/html/Callbacks/RTFM/Admin/Global/CustomFields:
index.html

./plugins/RT-FM/html/Callbacks/RTFM/Admin/Global/CustomFields/index.html:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Admin/index.html:
Default

./plugins/RT-FM/html/Callbacks/RTFM/autohandler:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Elements:
EditLinks
Header
MessageBox
Tabs

./plugins/RT-FM/html/Callbacks/RTFM/Elements/EditLinks:
ExtraLinkInstructions

./plugins/RT-FM/html/Callbacks/RTFM/Elements/Header:
Head

./plugins/RT-FM/html/Callbacks/RTFM/Elements/MessageBox:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Elements/Tabs:
Default

./plugins/RT-FM/html/Callbacks/RTFM/RTIR:
Elements

./plugins/RT-FM/html/Callbacks/RTFM/RTIR/Elements:
Tabs

./plugins/RT-FM/html/Callbacks/RTFM/RTIR/Elements/Tabs:
Default

./plugins/RT-FM/html/Callbacks/RTFM/SelfService:
Elements

./plugins/RT-FM/html/Callbacks/RTFM/SelfService/Elements:
Tabs

./plugins/RT-FM/html/Callbacks/RTFM/SelfService/Elements/Tabs:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Ticket:
Create.html
Elements
Update.html

./plugins/RT-FM/html/Callbacks/RTFM/Ticket/Create.html:
BeforeCreate
BeforeMessageBox

./plugins/RT-FM/html/Callbacks/RTFM/Ticket/Elements:
Tabs

./plugins/RT-FM/html/Callbacks/RTFM/Ticket/Elements/Tabs:
Default

./plugins/RT-FM/html/Callbacks/RTFM/Ticket/Update.html:
BeforeMessageBox

./plugins/RT-FM/html/NoAuth:
webrtfm.css

./plugins/RT-FM/html/RTFM:
Article
Elements
index.html
Topics.html

./plugins/RT-FM/html/RTFM/Article:
Delete.html
Display.html
Edit.html
Elements
ExtractFromTicket.html
ExtractIntoClass.html
ExtractIntoTopic.html
History.html
PreCreate.html
Search.html

./plugins/RT-FM/html/RTFM/Article/Elements:
EditBasics
EditCustomFields
EditLinks
EditTopics
LinkEntryInstructions
Preformatted
SearchByCustomField
SelectSavedSearches
SelectSearchPrivacy
ShowHistory
ShowLinks
ShowSavedSearches
ShowSearchCriteria
ShowSearchResults
ShowTopics
Tabs

./plugins/RT-FM/html/RTFM/Elements:
BeforeMessageBox
CreateArticle
Error
GotoArticle
Header
NewestArticles
QuickSearch
SelectClass
ShowTopic
Tabs
UpdatedArticles

./plugins/RT-FM/html/SelfService:
Article
Elements

./plugins/RT-FM/html/SelfService/Article:
autohandler
Display.html
Search.html

./plugins/RT-FM/html/SelfService/Elements:
SearchArticle

./plugins/RT-FM/lib:
perllocal.pod
RT

./plugins/RT-FM/lib/RT:
FM
FM.pm
URI

./plugins/RT-FM/lib/RT/FM:
ArticleCollection_Overlay.pm
ArticleCollection.pm
Article_Overlay.pm
Article.pm
ClassCollection_Overlay.pm
ClassCollection.pm
Class_Overlay.pm
Class.pm
Introduction.pod
ObjectTopicCollection_Overlay.pm
ObjectTopicCollection.pm
ObjectTopic.pm
Record.pm
SearchBuilder.pm
System.pm
TopicCollection_Overlay.pm
TopicCollection.pm
Topic_Overlay.pm
Topic.pm

./plugins/RT-FM/lib/RT/URI:
a.pm
fsck_com_rtfm.pm

./plugins/RT-FM/po:
es.po
fr.po
it.po
pt_BR.po
README
rtfm.pot
ru.po
zh_tw.po

./plugins/RT-FM/sbin:
factory
migrate-2.0-to-2.1

./po:


==================================================================

FWIW, here's the debug info for a new molested ticket:

[Wed Aug 10 16:48:29 2011] [debug]: Converting 'ISO-8859-1' to 'utf-8' 
for text/plain - rrrrrrrrrrrrrrrrrrrr (/apps/rt/bin/../lib/RT/I18N.pm:257)
[Wed Aug 10 16:48:29 2011] [debug]: Mail from user #22 (jblaine at our.org) 
(/apps/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:77)
[Wed Aug 10 16:48:29 2011] [debug]: About to think about scrips for 
transaction #636 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Aug 10 16:48:29 2011] [debug]: About to think about scrips for 
transaction #637 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Aug 10 16:48:29 2011] [debug]: About to think about scrips for 
transaction #638 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Aug 10 16:48:29 2011] [debug]: About to think about scrips for 
transaction #639 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Aug 10 16:48:30 2011] [debug]: About to think about scrips for 
transaction #640 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Aug 10 16:48:30 2011] [debug]: About to prepare scrips for 
transaction #640 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:167)
[Wed Aug 10 16:48:30 2011] [debug]: Found 5 scrips for TransactionCreate 
stage with applicable type(s) Create for txn #640 on ticket #93 
(/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:377)
[Wed Aug 10 16:48:30 2011] [debug]: Skipping Scrip #2 because it isn't 
applicable (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:236)
[Wed Aug 10 16:48:30 2011] [info]: Transaction type is 'Create' so 
enabling AffectedEmployee processing stuff. ((eval 4448):24)
[Wed Aug 10 16:48:30 2011] [debug]: About to commit scrips for 
transaction #640 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:187)
[Wed Aug 10 16:48:30 2011] [debug]: Committing scrip #14 on txn #640 of 
ticket #93 (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Aug 10 16:48:30 2011] [debug]: Committing scrip #11 on txn #640 of 
ticket #93 (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Aug 10 16:48:30 2011] [debug]: Committing scrip #12 on txn #640 of 
ticket #93 (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Aug 10 16:48:30 2011] [debug]: Committing scrip #13 on txn #640 of 
ticket #93 (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Aug 10 16:48:30 2011] [info]: No Discovery Method set by scrip 13. 
  No matches.  Subject was 'rrrrrrrrrrrrrrrrrrrr' and requestor was 
'jblaine at our.org' ((eval 4458):118)
[Wed Aug 10 16:48:30 2011] [info]: Ticket 93 created in queue 
'IncidentReports' by jblaine (/apps/rt/bin/../lib/RT/Ticket_Overlay.pm:671)
[Wed Aug 10 16:48:30 2011] [debug]: Found 0 scrips for TransactionBatch 
stage with applicable type(s) Create for txn #640 on ticket #93 
(/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:377)
[Wed Aug 10 16:48:54 2011] [debug]: About to think about scrips for 
transaction #641 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Wed Aug 10 16:48:54 2011] [debug]: About to prepare scrips for 
transaction #641 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:167)
[Wed Aug 10 16:48:54 2011] [debug]: Found 3 scrips for TransactionCreate 
stage with applicable type(s) Status for txn #641 on ticket #92 
(/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:377)
[Wed Aug 10 16:48:54 2011] [debug]: Skipping Scrip #2 because it isn't 
applicable (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:236)
[Wed Aug 10 16:48:54 2011] [debug]: Skipping Scrip #12 because it isn't 
applicable (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:236)
[Wed Aug 10 16:48:54 2011] [debug]: About to commit scrips for 
transaction #641 (/apps/rt/bin/../lib/RT/Transaction_Overlay.pm:187)
[Wed Aug 10 16:48:54 2011] [debug]: Committing scrip #11 on txn #641 of 
ticket #92 (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:190)
[Wed Aug 10 16:48:55 2011] [debug]: Found 1 scrips for TransactionBatch 
stage with applicable type(s) Status for txn #641 on ticket #92 
(/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:377)
[Wed Aug 10 16:48:55 2011] [debug]: Skipping Scrip #16 because it isn't 
applicable (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:236)
[Wed Aug 10 16:48:55 2011] [debug]: Found 1 scrips for TransactionBatch 
stage with applicable type(s) Status for txn #641 on ticket #92 
(/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:377)
[Wed Aug 10 16:48:55 2011] [debug]: Skipping Scrip #16 because it isn't 
applicable (/apps/rt/bin/../lib/RT/Scrips_Overlay.pm:236)


> Regards, Ruslan. From phone.
>
> 10.08.2011 20:31 пользователь "Jeff Blaine" <jblaine at kickflop.net
> <mailto:jblaine at kickflop.net>> написал:
>  > A colleague has pointed out that it's not just the
>  > Discovery Method field that is being set to an
>  > arbitrary choice (from its possible choices).
>  >
>  > There are other fields being set as well!
>  > --------
>  > RT Training Sessions (http://bestpractical.com/services/training.html)
>  > * Chicago, IL, USA September 26 & 27, 2011
>  > * San Francisco, CA, USA October 18 & 19, 2011
>  > * Washington DC, USA October 31 & November 1, 2011
>  > * Melbourne VIC, Australia November 28 & 29, 2011
>  > * Barcelona, Spain November 28 & 29, 2011

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