Hi -
I have custom scripts that create new RT tickets by inserting a manual INSERT
record into the 'Tickets' table. This has worked for us in the past, however
if we do it this way, we are unable to do the following
- Change its category
- Change its owner
Basically, we can reply to the ticket and close it, but that's about it. It
errors out with a SQL statement when trying to change owners. Attached is
the full SQL query, it seems it's missing GroupMember ID, so
I suppose I have to insert a record into another table for it to play nice.
1 Query SELECT * FROM Tickets WHERE id = '34956'
1 Query SELECT * FROM Users WHERE id = '102618'
1 Query SELECT * FROM Queues WHERE id = '1'
1 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId
FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR
ACL.RightName = 'ModifyTicket') AND Principals.id = ACL.PrincipalId AND
Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND
CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId =
Principals.id AND CachedGroupMembers.MemberId = 102618 AND
CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND
ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR
(ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1
1 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId
FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR
ACL.RightName = 'OwnTicket') AND Principals.id = ACL.PrincipalId AND
Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND
CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId =
Principals.id AND CachedGroupMembers.MemberId = 102618 AND
CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND
ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR
(ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1
1 Query SELECT * FROM Groups WHERE Instance =
'34956' AND Type = 'Owner' AND Domain = 'RT::Ticket-Role'
1 Query SELECT main.* FROM GroupMembers.main WHERE
(main.GroupId = )
1 Query SELECT
RELEASE_LOCK('Apache-Session-742dc9bf13d6e193159d5960231dc916')
1 Query rollback
1 Query set autocommit=1
Any suggestions you can provide would be helpful.
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