Hi,
I'm using the perl module 'RT::Client::REST' to query the database for tickets
with a specific custom field with a value and update the tickets to a different
owner and state.
Script works for 2 other queues without issue. The 3rd queue however,
configured the same as far as I can see, behaves differently.
The script does a search and finds tickets that meet the criteria (CF.{Mingle
Card Number} > 0), which says to me that the tickets have the custom field
visible to the user I'm logged in as. Cool.
I then loop through the search results getting the individual ticket details
(to get the value of the custom field):
my $ticket = RT::Client::REST::Ticket->new(
rt => $_RT,
id => $id,
)->retrieve;
if (!defined($ticket->cf($_cf_name))) {
print Dumper($ticket->{'__cf'});
printf(STDERR "Unable to find the %s on ticket %d\n",
$_cf_name, $id);
next;
}
This fails on the one queue.
Example of the failure:
$VAR1 = {
'(sc/fr) clarifications' => 'N/A',
'(sc/fr) summary' => 'For one thing it will make reports that are no
longer downloadable accessible.',
'(sc/fr) scope' => 'Reporting components of the *********** website.',
'user priority' => '',
'psm monitor' => '',
'dev priority' => '2 - Needs looking at within a week or so',
'(sc/fr) context' => 'Line limit is no longer required.'
};
Unable to find the Mingle Card Number on ticket 7152
I've gone over the permissions on the queue a few times, left it for a few
hours and reviewed them again. I can't figure out why this works for the other
queues and not this one.
No errors are logged at debug level. A restart of the apache instance doesn't
resolve the issue.
User ID: 11098, member of:
Group ID: 147279 (Principals id: 147279)
Queue ID: 31
CF ID: 49
Confirmed the CF is allocated to the queue with the name 'Mingle Card Number'
('select * from ObjectCustomFields where CustomField = 49 and ObjectId = 31'
and 'select Name from CustomFields where id = 49') and that there is only one
Custom Field with this name.
Group has the following permissions on the queue (confirmed by ' select * from
ACL where ObjectId = 31 and PrincipalId = 147279'):
ModifyCustomField
ModifyTicket
OwnTicket
SeeCustomField
Where should I be checking next?
RT 3.8.8, RT::Client::REST 0.40, RedHat, MySQL.
Stuart J. Browne
Senior Unix Administrator, Network Administrator
AusRegistry Pty Ltd
Level 8, 10 Queens Road
Melbourne. Victoria. Australia. 3004.
Ph: +61 3 9866 3710
Fax: +61 3 9866 1970
Email: [email protected]
Web: www.ausregistry.com.au
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