[rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

To better illustrate what I'm seeing, here's a screen cap.
http://i.imgur.com/FTlLGYO.jpg
On the top is what I see when I tried to comment on a ticket.
On the bottom is a clip from the history, where you can see one person
commenting, RT changing ownership to them, and then they immediately return
ownership.

I have a theory as to what might be happening.  Could it be possible that
the scrips are processed before the changes?  If so, perhaps my scrip is
changing ownership of the ticket, and then RT sees on the right in the
"Ticket and Transaction" section a different owner than the ticket now has,
and the user changes it?

This is all I can really find in the log as far as anything useful.  Below
you can see that scrip 2 fires off when my scrip forcefully changes
ownership.  It then immediately fires off again because the user has given
ownership back to the original owner.

I've noticed that if I revoke the ModifyTicket permission the RT scrip will
change the owner to them, and then they are aunable to change the owner
back.  The result at the top is a message saying the comment was added,
followed by a line that reads "Permission Denied".  As far as I can tell,
this achieves the desired effect.  However, a lot of people aren't happy
about doing it this way.

I just tried removing all scrips from the queue except my scrip that
changes owner, and the result was the same.  So it's not a problem w/
another scrip that's running.  Below is a log snippet.

Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1974.57417-8-0 at XXX.com> #57417/999085 - Scrip 8
On Comment Notify AdminCcs as Comment
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1974.57417-8-0 at XXX.com> sent  Bcc: XXX at XXX.com,
XXX at XXX.com
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-497.57417-9-0 at XXX.com> #57417/999085 - Scrip 9
On Comment Notify Other Recipients as Comment
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-497.57417-9-0 at XXX.com> No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613] Auto assign ticket #57417 to user #230355
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> #57417/999089 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> sent  To: XXX at XXX.com
Nov  6 09:56:39 rt RT: [30613] Use of uninitialized value in concatenation
(.) or string at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1793.
Nov  6 09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleter


On Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
>
> On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall <hiro24 at gmail.com> wrote:
>
>> I'm officially stumped.  This apparently is an issue that doesn't effect
>> everybody, but the people it does I can't pin down why.  I did a separate
>> RT installation on another server and verified that my scrip works.  This
>> wasn't a problem before 4.2, so it must be some sort of fail safe I'm
>> guessing.  So here's what I've noticed..
>>
>> The logs show a scrip firing twice that emails the owner when the owner
>> changes.
>> In the history it shows RT forcefully changing the owner.
>> The next thing that happens is the new owner "gives" the ticket to the
>> old owner.
>> Some people in some queues are not affected.
>>
>> I've double, triple checked permissions on people and groups.  I've
>> re-read through all my scrips and nothing except my scrip is changing
>> ownership.  No queues have any special scrips, they are all global.  I'm at
>> a complete loss what could be causing this anomaly.  Is there somewhere I
>> can go or something I can turn on that will enable like a debug mode so I
>> can see what's happening on a step by step basis when something happens
>> like a comment?
>>
>
>
> Some log related to one of this event would help, even if you have to
> sanitize it first.
> But make sure you provide complete logs, so no scrip action gets skipped
> while you are
> pasting it here.
>
>
>
>>
>>
>> On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>>
>>> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
>>> > Still haven't found anything.  What's odd is that it's not a problem
>>> > w/ the scrip.  The scrip still works.  RT force changes the owner to
>>> > whoever made the comment.  It even shows up in the history.  But it's
>>> > like the very next thing that happens is the new owner "gives" the
>>> > ownership back to the original owner.  I can't seem to figure out why.
>>>
>>> Look at your logs; I suspect you have a second scrip which is firing to
>>> give it back.
>>>  - Alex
>>>
>>>
>>>
>>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
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