[rt-users] Template not seeing value just set in Scrip

[Kenneth Crocker]

Drew,

Absolutely. We had the same problem awhile back. We changed the "Stage" to
TransactionBatch for any scrip that update a field (CF or otherwise) and for
scrips that notify using templates that show those fields. Works great.

Kenn
LBNL

On Wed, Mar 30, 2011 at 11:52 AM, Drew Hahn <dhahn at newsroomsolutions.com>wrote:

> I must be missing something obvious…
>
>
>
> On Create, I have a Scrip that looks at the requestor’s Organization field
> (presuming, of course, they’ve sent us email before and we’ve set a value
> for it).  If it matches one of the values in a multi-select custom field we
> have at the Ticket level called “Client”, then it automatically assigns the
> “Client” custom field to that ticket.  Here is the relevant part from that
> Scrip:
>
>
>
> my $T_Obj = $self->TicketObj;
>
> $T_Obj->AddCustomFieldValue( Field => "Client", Value => $client->Name );
>
>
>
> That works great.  Next, it goes to another Scrip that then performs a
> Notify AdminCcs using a custom template.  This template sends the AdminCcs a
> copy of the Transaction->Content, but then appends the just assigned custom
> field to the email.  Here is the relevant part from that Template:
>
>
>
> {$Transaction->Content()}
>
>
>
> { my $OUTPUT;
>
>   my $rTicket = RT::Ticket->new( $RT::SystemUser );
>
>   $rTicket->Load($Ticket->id);
>
>   my $values = $rTicket->CustomFieldValues('Client');
>
>   $OUTPUT .= ":" . $values . ":<BR>";
>
>   while (my $value = $values->Next ) {
>
>      $OUTPUT .= "*" . $value->Content . "*<BR>";
>
>   }
>
>   $OUTPUT;
>
> }
>
>
>
> Now, here’s the problem.  If that custom field was propagated via the Scrip
> mentioned in the first section, it doesn’t carry that value into the
> Template even though the Template is executed after it:
>
>
>
> Execution Order (reversed):
>
> Wed Mar 30 14:39:21 2011 The RT System itself - Outgoing email recorded
> [Show]
>
> Wed Mar 30 14:39:20 2011 The RT System itself - Outgoing email recorded
> [Show]
>
> Wed Mar 30 14:39:18 2011 The RT System itself - Client AAAA added
>
>
>
> If, however, I use RT to create a new ticket and self-select the Client
> custom field, it will work.  So, I know I’m pulling the right field out in
> the Template.
>
>
>
> I even tried re-loading the ticket (as you see above) in the hopes that it
> would re-read the new value from the database.
>
>
>
> Any idea how I might be able to accomplish this?  As far as I can tell, the
> Scrip is correctly updating the DB, it executes before the Template gets
> rendered, and the code is correct in the Template.  Thanks.
>
>
>
> --drew
>
>
>
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