Thanks Joop - yes, the following steps fixed the problem:
a) enabled TransactionBatch in /opt/rt3/etc/RT_SiteConfig.pm by adding:
Set($UseTransactionBatch , 1);
b) restarted RT
c) changed the Stage for the 'On Create, autoreply' scrip to
TransactionBatch.
Re the side effects of enabling TransactionBatch, I searched the wiki
but I couldn't find any specific issues,
at least with the latest versions - any hints as to what these side
effects may be?
thanks again - Angus
On 21/06/2010 4:48 PM, Joop wrote:
Angus Rea wrote:
Hi,
I having a small but annoying problem with two 'On create' scrips
which do the following:
a) the first one scans the body of the email and updates some fields
including the ticket subject:
Description: 10 - On Create, set subject and other fields
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
b) the second one sends an email to the requestor:
Description: 90 - On Create, autoreply to requestors
Condition: On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage: TransactionCreate
Both scrips run correctly, except that the updated subject line is
not used in the email.
Here is the history of a test ticket:
Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded
As you can see, the 1st scrip runs and updates the subject and then
the 2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just 'ECR'.
Use stage: TransactionBatch instead but watch out for side effects.
Regards,
Joop
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
