[rt-users] Change ticket subject before first outgoing correspondence.

[Bryon Baker]

I have a question related to this thread.

Kevin you mention that scrips fire in order of name so does that mean when the order is set for a queue this is ignored?  If so what is the purpose of the "Move Up, Down" for the scrips on a queue?

Thanks

Sorry for butting in.

Bryon Baker
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Copesan - Specialists in Pest Solutions
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-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, August 11, 2014 10:09 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Change ticket subject before first outgoing correspondence.

On Thu, Aug 07, 2014 at 02:00:01PM -0400, Michael Mol wrote:
> * Scrip re-ordering appears to be a feature of the 4.2 line of RT. I'm 
> running the vendor packages of RT 4 on Ubuntu 14.04.

Nope. On RT 4.0, which is what I assume you mean by "vendor packages RT
4 on Ubuntu 14.04" you order scrips by their descriptions.  Typically this is done by literally numbering scrips that will run in the same condition.

> * I looked into upgrading, but I did not find any repositories making 
> backported packages available to 14.04. Pity; I selected 14.04 so I 
> wouldn't have to override the system as often.

Debian has 4.2 packages available in testing, encouraging Ubuntu to take upgrades would be helpful.

> * Even though I can't reorder scrips, I can create disable global 
> scrips and create local scrips with the same name, resulting in a 
> higher ID number (and theoretically later execution). However, this 
> has no apparent effect, regardless of whether I run the overriding 
> Notify scrips in the TransactionCreate or TransactionBatch stages.

ID number has nothing to do with ordering.

> I'm beginning to wonder if I need to set something beyond just the 
> ticket subject in my scrip. The scrip doing the work in question will 
> look familiar:
> 
> My last option appears to be to write a template that duplicates the 
> above logic in the template itself, which feels dirty, and looks 
> worse...

You still haven't said what the Scrip is that isn't firing, both Alex and I assumed it was your Autoreply to Requestors because you were unclear.

I've certainly modified a subject in a Scrip and then had an Autoreply fire with the correct subject by using a TransactionBatch scrip.

Keep in mind, if you make all your Notify scrips TransactionBatch, they will no longer show up in the Preview Scrips box.

I've seen your rewritten template, but a Notify scrip running in the transaction batch stage which has merely

Subject: { $Ticket->Subject }

should be more than sufficient, assuming it runs after your Subject modification scrip, preferably in a TransactionBatch scrip on the same Condition.

-kevin