Ruslan Zakirov <ruz <at> bestpractical.com> writes: > > Hi, > > It's known issue with scrips that set custom fields based on other > fields. You workaround it either by not allowing people to change > custom fields you auto set with scrips or by running your scrip in > batch stage. > > Some details. RT processes updates to custom fields one by one from > request args, your scrip kicks in in the middle and then RT thinks, > when it gets to a field that was changed by a scrip, that user picked > different value and changes it back. > > On Thu, Jun 14, 2012 at 5:48 PM, Matthew W. <matt.k.wong <at> gmail.com> wrote: > > Hello, > > > > I'm relatively new to RT and have been running into this problem for a > > few days now. I've looked everywhere and haven't found a clue. The > > closest thing I could find was documented in this post: > > > > http://www.mail-archive.com/rt-users <at> lists.bestpractical.com/msg10037.html > > > > But, I really don't want to to undo the changes that RT automatically > > undoes.... > > > > Basically, whenever I make changes to a custom field from a scrip > > whatever the value that I add automatically gets reverted back to the > > old value. I tried adding code to delete the old value first, but RT > > just adds the old value back. > > > > > > Here's some psuedocode (code not tested and may contain typos, but my > > code works just fine as I can see the transactions in the ticket > > history): > > > > my $Value = 'some value'; > > > > my $CFName = 'customCF'; > > my $CF->LoadByName( Name => $CFName); > > > > #Delete the old value: > > $self->TicketObj>DeleteCustomFieldValue( > > Field => $CFName, > > Value => $self->TicketObj->FirstCustomFieldValue($CFName) > > ); > > > > #Set the new value: > > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value); > > > > Bottom line: does anyone know how to prevent RT from undoing the > > additions to a custom field? This is in RT 4.0.4. > > > > --Matthew. >
I just upgraded from version 3.6.6 to 4.0.10. I followed the UPGRADE-X.X.X process. My problem seems to be what is described above, but I don't know how to fix it. The NEW TICKET function worked in 3.6.6 but not in 4.0.10 When I log in I have the option of click a button to create a new ticket. Next to that button is a dropdown list to indicate the Queue. We have custom fields defined based on the Queue selected. No matter what Queue I select it reverts to the first in the list even before I click the NEW TICKET button. If I use the Quick Create, I have all my custom fields available and can update them there. Any Ideas? Rolf -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
