Re: [rt-users] Skipping Scrip #X because it didn't Prepare

[Cena, Stephen (ext. 300)]

I got an out-of-band response from someone on this issue. He basically said 
that because I used "On Correspond" and not "User Defined" that the "Custom 
Condition" code would never fire. Is this accurate? If so, I'm wondering why it 
was working on my test box.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: 
hd-gene...@qvii.com
To report email issues: postmas...@qvii.com



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RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - September 12-14, 2016

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

[Cena, Stephen (ext. 300)]

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 <jbra...@bestpractical.com>
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <147b8081-d7dc-0c02-d01f-6c8b42ee1...@bestpractical.com>
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:
> _hd-general@qvii.com_ <mailto:hd-gene...@qvii.com> To report email 
> issues: postmas...@qvii.com
>
>
>
>
>
> -
> 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: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

[Jim Brandt]

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:
_hd-general@qvii.com_ 
To report email issues: postmas...@qvii.com





-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Skipping Scrip #X because it didn't Prepare

[Cena, Stephen (ext. 300)]

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: 
hd-gene...@qvii.com
To report email issues: postmas...@qvii.com



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016