[rt-users] Setting owner with _Set breaks queries (may be a bug)

Joe Harris drey111 at gmail.com
Thu Oct 4 07:36:32 EDT 2012

This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket?

And the chart looks for the resolved transaction to get owner at the time of resolution?

Just a thought. 

Sent from my mobile device. 

On Oct 4, 2012, at 7:05 AM, Scotto Alberto <al.scotto at reply.it> wrote:

> Hi all,
> I think I found a bug.
> I have a scrip called "On closure Auto set owner", which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to "Nobody in particular".
> Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName.
> The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don’t:
> -          Owner.RealName = 'Nobody in particular' returns 706 tickets
> -          Owner = 'Nobody in particular' returns 369 tickets
> The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column “Owner” is correct (filled with “John Doe”, not “Nobody in particular”).
> Here are the relevant lines of the code of my scrip:
> # get actor ID
> my $Actor = $self->TransactionObj->Creator;
> my $tkt = $self->TicketObj;
> # try to change owner
> my ($status, $msg) = $tkt->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0);
> I solved the problem using SetOwner instead of _Set, like this:
> my ($status, $msg) = $tkt->SetOwner($Actor);
> With the new code, the tickets whose owner is set by my scrip don’t get caught by the query Owner.RealName = 'Nobody in particular'.
> Looks like _Set doesn’t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name).
> Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For “Nobody in particular”, the number is 369 (correct); but if I click on this number it generates the query “Owner.RealName = 'Nobody in particular'” saying “Found 706 tickets”.
> The questions are:
> Should I file a bug?
> How can I “convert” the tickets that were processed with the old code?
> Hope everything is clear
> Thank you very much!
> Alberto Scotto 
> Blue Reply 
> Via Cardinal Massaia, 83
> 10147 - Torino - ITALY 
> phone: +39 011 29100 
> al.scotto at reply.it 
> www.reply.it 
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