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

[Chris Hall]

Fixed

It was as I suspected. (I think)  The scrips were running and changing the
owner of the ticket, and then RT was applying everything to the ticket
update, including the "Ticket and Transaction" section afterwards.  Since
this section holds a field marked "Owner" and is defaultly populated by the
old owner, RT was reading that value and using it to re-set the owner after
the scrip had ran.

I'm not a programmer, so my fix is quick and dirty.  But this is what I
did.  I removed the following code from Update.html

{   name => 'Owner',
            comp => '/Elements/SelectOwner',
            args => {
                Name         => "Owner",
                TicketObj    => $TicketObj,
                QueueObj     => $TicketObj->QueueObj,
                DefaultLabel => loc("[_1] (Unchanged)",
$m->scomp('/Elements/ShowUser', User => $TicketObj->OwnerObj)),
                Default      => $ARGS{'Owner'}
            }
        },

This removed the owner field from the comment page.  My users never change
the owner here anyways.

I know changing this file in this way means in the future upgrades will
probably overwrite my changes, but for now everybody is happy and I just
have to be aware that this fix is needed if it's ever overwritten by an
upgrade.


On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
> On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall <hiro24 at gmail.com> wrote:
>
>> 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
>>
>
>
> This log does not really show the event when RT forcibly changed the
> owner. You might need to provide a fresh complete log for a new event.
>
> Also, do you might have any scrip in "Scrips which apply to all queues"
> and "Current Scrips" section? A snapshot of /Admin/Queues/Scrips.html?id=XX
> where XX is the ``id'' of the queue might show that.
>
> Please include all when you reply.
>
>
> --
> 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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