[rt-users] use customFields extracted by ExtractCustomFieldValues in creation mail

[Arnaud Abélard]

Hello,

I have a working instance of RT 4.2.9. Everything has been running as 
expected for years (started with RT 3.8). I have a few queues that use 
custom fields. Upon the creation of a new ticket, a mail is sent to the 
queue administrator with the list of the queue's custom fields and their 
value and the body of the ticket. This works well when the ticket is 
created from RT.

Now, I have been trying to use the ExtractCustomFieldValues extension to 
extract my custom fields from an email. That actually works. The custom 
fields are set properly in the ticket but in the mail sent to the queue 
admins, the custom fields value are missing.

In my template (which works fine when the ticket is created from RT) I 
used the following code:

{
my $res = "";
my $customFields = $Ticket->QueueObj->TicketCustomFields();
   while ( my $customField = $customFields->Next) {
     $res.= $customField->Name.": 
".$Ticket->FirstCustomFieldValue($customField->Name)."\n";
   }
   $res;
}

I am also sure that my extractCustomField scrip is being executed 
_before_ my oncreation scrip (scrip #50 is my extractcustomvalue scrip 
and scrip #15 my "oncreation sent mail to queue admins":

Feb  6 17:14:21 rt4 RT: [19913] Committing scrip #50 on txn #90275 of 
ticket #3782 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
...
Feb  6 17:14:21 rt4 RT: [19913] CustomFieldValue (Numéro de porte,123) 
added: 5355 Numéro de porte 123 added
...
Feb  6 17:14:21 rt4 RT: [19913] CustomFieldValue (UMR,915) added: 5356 
UMR 915 added
...
Feb  6 17:14:21 rt4 RT: [19913] CustomFieldValue (Numéro de 
téléphone,123) added: 5357 Numéro de téléphone 123 added
...
Feb  6 17:14:21 rt4 RT: [19913] Committing scrip #15 on txn #90275 of 
ticket #3782 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
Feb  6 17:14:21 rt4 RT: [19913] Calling SetRecipientDigests for 
transaction RT::Transaction=HASH(0x7f91d5eadf40), id 90275 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:623)
...

The log confirms the customfield are set before the mail is sent so why 
aren't the values set when queried from my template?

Thanks in advance,

Arnaud Abélard



-- 
Arnaud Abélard (jabber: arnaud.abelard at univ-nantes.fr)
Administrateur Système - Responsable Services Web
Direction des Systèmes d'Informations
Université de Nantes
-
ne pas utiliser: trapemail at univ-nantes.fr