Gene,
Why don't you put some code in the IP E_mail template to grab the
transaction value?
Kenn
LBNL
Gene LeDuc wrote:
Hi All,
I saw a post with a similar issue a while ago, but the solutions offered
don't fit my situation.
I have 2 custom fields, IP and State. IP is a single value text field
and State is a single value combo box.
I'm modifying both values using the Basics tab of the Ticket screen. I
set IP to some value and State to some value via the pulldown menu, then
click "Save Changes".
My expectation is that both values would be modified before any scrips
are triggered.
However... It appears that RT modifies State first, which fires a
custom-condition "State Change" scrip. IP then gets modified only after
the scrip fires, so it is not available to a template used by the "State
Change" scrip. The problem is that I need the IP in order to send out
an e-mail that makes sense.
The History display shows the State being changed, then the actions of
the "State Change" scrip (a queue change and the e-mail), then the IP
value being set.
Is there a way I can hold off on the "State Change" scrip until after
both values have been changed in the Basics screen?
It's not a "scrip execution order" issue, because there's only 1 scrip
involved. The issue is that I need all of the updates from the web page
to happen before any scrips are triggered.
I can work around this if I make the changes in 2 steps (change IP then
change State), but I'm sure my users won't see the logic in doing this.
I thought about adding a condition to the "State Change" scrip that
makes sure that IP is not null. That would keep the e-mail from going
out with a null IP, but then the scrip condition would not be satisfied
when the IP value does finally gets modified.
Has anyone else conquered this issue? Or am I missing something pretty
basic?
Thanks,
Gene
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