[rt-users] SLA extension with prior Scrip setting SLA CF

Kevin Falcone falcone at bestpractical.com
Thu Jul 18 11:35:30 EDT 2013

On Wed, Jul 17, 2013 at 12:21:46PM -0700, Thomas Sibley wrote:
> On 07/17/2013 12:10 PM, Mark D. Nagel wrote:
> > We ran into a problem that I think may be solvable with use of TransactionBatch, but may
> > require changes to the SLA extension.  Or perhaps not.  Thus this question, which is....
> > 
> > We are using the ExtractCustomFieldValues extension to indicate to RT the initial setting
> > of some fields, including the SLA field, depending on various factors examined in our
> > procmail pre-filter.  What we found was that the field was set, then the SLA scrip resets
> > it to the default queue value.  It seems that this is because all the conditions run first
> > telling the SLA scrip to set the default value, which it does even though the value had
> > been set previously. 
> > 
> > So....  what would be the recommended solution here to make sure this doesn't happen?  I
> > could move the ExtractCFValues Scrip to the bottom, which seems like it would work, but it
> > would be nice if the SLA Scrip realized it doesn't actually need to set the CF once it was
> > set.  If we change both to TransactionBatch, this could work, but I assume this would
> > still require some changes to the SLA condition logic.
> Changing both to the transaction batch stage will have the same problem.
>  You need to put them in different stages, so move the SLA scrip which
> assigns the queue default to the TransactionBatch stage.  I don't think
> it should negatively affect anything else.

One small problem - you may run into issues if making the SLA Scrip
TransactionBath on RT4 if you're not running at least 4.0.8 (I fixed an
RT bug when Best Practical made our SLA Scrip TransactionBath).

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