Sue, Try changing the stage to "TransactionBatch". Make sure your configuration is set to use same. Then, you need to be sure the names of the scrips a such that an alphabetical execution of them will execute the scrip that assigns the owners first.
Kenn LBNL On Wed, Jan 5, 2011 at 12:46 PM, Sue D. Nymme <[email protected]>wrote: > One of our queues receives job requests via e-mail. I have a scrip in place > that automatically assigns the newly-created ticket to any of several users, > if the subject is in a certain, easily-parsed format. This works fine. > > For this scrip, the condition is "On Create", the action is "User Defined", > the template is "Blank", and the stage is "TransactionCreate". You can view > it at http://www.nopaste.nl/?paste=2004. > > Like I said, it works fine, but downstream scrips do NOT seem to see the > update. I modified the WatchCreate template to include a line that says > "This ticket has been assigned to [so-and-so]". This does not work. It sees > the original owner, not the owner that was set by the earlier scrip. Yet, > after the ticket is created, I can go into the RT web interface and see that > the owner was set properly. My WatchCreate template is as follows: > > Subject: New ticket {$Ticket->id}: {$Ticket->Subject} > > > Greetings, > {my ($id, $subj, $own) = ($Ticket->id, $Ticket->Subject, $Ticket->Owner); > $RT::Logger->debug(qq#EJR-WatchCreate (queue): ID=$id, owner=$own, > subj=$subj#); > "$id -- $own";} > This message has been automatically generated in response to the > creation of support ticket number {$Ticket->id}, regarding: > "{$Ticket->Subject()}", > a summary of which appears below. > {my $owner = $Ticket->Owner; > ($owner && $owner ne 'Nobody' && $owner != $RT::Nobody->Id)? > "\nThis ticket has been assigned to $owner." > : "\nThis ticket has not been assigned to anyone." > } > > Please don't reply to this message. This ticket has been > assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname} > #{$Ticket->id()}]. > > ------------------------------------------------------------------------- > {$Transaction->Content()} > > When I look in the RT debug log, I can see that the assign-owner scrip runs > first, and is successful, and the notify-watchers scrip runs later—but the > log-debug in the notify-watchers scrip does not write anything to the log. > However, the "$id -- $own" line *does* get inserted into the e-mail, so I > know my code is being executed. Anyhow, the user id that this code block > inserts into the watcher e-mail is the original owner (id 6, Nobody), not > the owner that was set by the earlier scrip. > > What step am I missing here? > > ------------------------------ > View this message in context: Scrip modifies ticket, but downstream scrips > don't see the > updates<http://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30599938.html> > Sent from the Request Tracker - User mailing list > archive<http://old.nabble.com/Request-Tracker---User-f572.html>at Nabble.com. >
