Jim - I tried your suggestion and it caused the Scrip to fire every single
time. What I ended up doing that worked was I duplicated the test in Custom
Condition to Custom Action preparation. So both fields now have:
if ($self->TicketObj->Status eq 'rejected') { return 1; }
if ($self->TicketObj->Status eq 'resolved') { return 1; }
return 0;
What is really weird is on my test system it works flawlessly with only the
Custom Condition and Custom action commit code. Basically we just want tickets
to re-open if they are in Resolve or Rejected and get Replied to. I'm
scratching my head at why the two systems are functioning differently. Is it
possible that an earlier Scrip I have could be interfering? Before I had a test
environment I'd make changes to our live system for functionality.
Message: 2
Date: Fri, 12 Aug 2016 14:10:44 -0400
From: Jim Brandt <[email protected]>
To: [email protected]
Subject: Re: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <[email protected]>
Content-Type: text/plain; charset=windows-1252; format=flowed
Do you have anything in the "Custom action preparation code:" box? If not, try
adding:
return 1;
so the Prepare step returns successfully.
On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote:
> I have two RT systems: one testing and one production. I have a
> modified notification Scrip on my test box:
> ----------------------------------------
> Description: On Correspond Reopen Rejected/Resolved Tickets
> Condition: On Correspond
> Action: User Defined
> Template: Blank
> Custom cond:
> If ($self->TicketObj->Status eq ?rejected?) { return 1; } If
> ($self->TicketObj->Status eq ?resolved?) { return 1; } Return 0;
>
> Custom action commit code:
> $self->TicketObj->SetStatus(?open?);
> ----------------------------------------
> On my test system it works perfectly. Any tickets resolved or rejected
> get re-opened on correspond. On my production box, I get the following
> in ym log:
>
> [13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)
>
> I?ve tried writing my own messages to the log but it doesn?t look like
> the scrip is firing. What is happening?
>
> *Stephen Cena*
> Senior Systems Administrator
> Quality Vision International, Inc.
> Phone: (585) 544-0450 x300
> To notify helpdesk: http://helpdesk.ogp.qvii.com or email:
> [email protected]_ <mailto:[email protected]> To report email
> issues: [email protected]
>
>
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: [email protected]
To report email issues: [email protected]
---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
