In fact, if I set this scrip to 'disabled',
'Discovery Method' still gets set to a value
upon new ticket creation.
This is not happening on our RT 3.8.7 production
box. It is only happening with our 3.8.10
test instance.
On 8/9/2011 3:25 PM, Jeff Blaine wrote:
On 8/9/2011 3:07 PM, Kenneth Crocker wrote:
Jeff,
I need more info. Are you saying the CF IS changed but a template or
email says it isn't or what. Or are you saying the CF is changed and
then gets unchanged?
'Discovery Method' is a CF of type 'multiple values' that
applies to Tickets.
The scrip sets 'Discovery Method' to a value *IF* the subject
of the ticket matches a certain regex (let's say /foo bar/).
I'm saying the following:
If I make a ticket via email with subject "WONT_MATCH_REGEX",
our scrip runs, logs that it did not change the CF value,
and logs the proof of that by showing OldValue and NewValue
just as the scrip is exiting.
No match, Discovery Method left alone
Old '' New ''
Looking at the brand new ticket in the web UI shows that
'Discovery Method' *HAS* been set to one of its possible
values.
> It isn't clear to me what is exactly happening.
Also, what is it the scrip is supposed to do?
> You don't shop any code that shows what happens to $oldy or $newy.
The code shows that the scrip returns 1 right after I
show $oldv and $newv. I'm not doing anything with
$oldv and $newv other than logging them as proof that
the value was not modified.
Kenn
LBNL
On Tue, Aug 9, 2011 at 11:59 AM, Jeff Blaine <[email protected]
<mailto:[email protected]>> wrote:
I'm confused and can't see that I am doing anything
wrong. Either I *am* doing something wrong, or there's
a really bizarre bug in 3.8.10. Surely it's the former.
The following scrip reports (as we expect in our specific
test cases):
No match, Discovery Method left alone
Old '' New ''
Yet the CF named 'Discovery Method' is in fact being set
to a value when a new ticket is created. The value set
seems random and is not the same thing with each new
ticket.
We have no other scrips that concern themselves with this
field. Does anyone have any ideas?
# ... a bunch of tests here to set Discovery Method based
# ... on whether the ticket subject matches a regex or not
if ($matched == 0) {
$RT::Logger->info("No match, Discovery Method left alone");
}
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $testcf = new RT::CustomField($RT::__SystemUser);
$testcf->LoadByName(Queue => $ticket->QueueObj->id,
Name => "Discovery Method");
my $oldv = trim($self->TransactionObj->__OldValue());
my $newv = trim($self->TransactionObj->__NewValue());
$RT::Logger->info("Old '$oldv' New '$newv'");
return 1;
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--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
