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

[Arnaud Abélard]

On 02/06/2015 07:02 PM, Kenneth Crocker wrote:
> Arnaud,
>
> You need to make sure the scrips are running in the right sequence. You
> do this by setting the execution to " transaction batch" and give them
> names that ensure the correct sequence.

Thanks Kenneth, took me a while to find how to put a scrip in 
transactionbatch mode, but it works!

Arnaud


>
> Kenn
>
> Sent from my Windows PhoneFrom: Arnaud Abélard
> Sent: ‎2/‎6/‎2015 8:29 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] use customFields extracted by
> ExtractCustomFieldValues in creation mail
> 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 = = ;
>     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