On 18/08/10 17:21, Kevin Falcone wrote: > On Wed, Aug 18, 2010 at 05:10:42PM +0100, John Beranek wrote: >> [snip] >> Looking into this further, in lib/RT/Acton/AutoOpen.pm, in the 'prepare' >> function, $self->TransactionObj->IsInbound is coming out as a positive >> integer, so the 'prepare' function is returning 'undef' and the action >> isn't being performed. > > This implies that the person taking the ticket is also a Requestor, > possibly because you're creating test tickets.
Ah, you're spot on! >> This is some change in the behaviour of RT between 3.8.1 and 3.8.8 that >> has caught us unawares. Reading into this a bit more, it looks like the >> 'Open Tickets' action was written with a very specific purpose in mind, >> to re-open tickets if the requester sends further email. We were not >> using the action for this purpose. > > Check the logic again, it says "If the ticket is the new and this > transaction was from the Requestor, don't change it to open" Well, I don't quite understand the logic, because I don't understand the significance of "$self->TransactionObj->IsInbound". >> So, I guess the appropriate final solution is indeed to use custom >> action code in the Scrip. > > If you goal is to always change the status to open with no > restrictions, then yes, one line of custom action is the correct > solution. Yes, I don't really think we want the additional logic in AutoOpen at all. Many thanks for your help. Cheers, John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc. Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK. Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. <http://www.pace.com> Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
