Autotake won't stick

RT Users
1

I’m running 3.0.2pre6 with the user defined scrip for autotake (prepare

  • ok if owner is nobody, action - set owner to transaction user). What
    I am seeing happen is that the owner is set correctly, then the owner is
    set as previously shown in the ticket, that is, back to nobody. Since
    the whole idea of autotake is to not have to worry about changing the
    owner in the ticket reply, I wonder what else I can do to prevent the
    second owner change from happening. This does not happen in RT 2.0.15
    AFAIK. Should the main owner setting code check to see if the owner has
    been changed by a scrip or is the scrip not running at the right time
    (it would work if it happened after normal processing)? It looks like
    all scrips are applied at the time a transaction is created, so I’m not
    sure how to resolve this – any ideas?

Thanks,
MarkMark D. Nagel, CCIE #3177 mnagel@willingminds.com
Principal Consultant, Willing Minds LLC
tel/fax: 949-623-9853, web: http://www.willingminds.com/

2

Hi Mark,

I just found the exact same problem. I didn’t see any replies to you.
Did you figure it out?

Also, this was through the web UI. The scrip doesn’t seem to act at all
when the correspond is via mail.

Anyone?

Thanks.

cv

Mark D. Nagel mnagel@willingminds.com
Fri, 09 May 2003 13:40:08 -0700

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I’m running 3.0.2pre6 with the user defined scrip for autotake (prepare

  • ok if owner is nobody, action - set owner to transaction user). What
    I am seeing happen is that the owner is set correctly, then the owner is
    set as previously shown in the ticket, that is, back to nobody. Since
    the whole idea of autotake is to not have to worry about changing the
    owner in the ticket reply, I wonder what else I can do to prevent the
    second owner change from happening. This does not happen in RT 2.0.15
    AFAIK. Should the main owner setting code check to see if the owner has
    been changed by a scrip or is the scrip not running at the right time
    (it would work if it happened after normal processing)? It looks like
    all scrips are applied at the time a transaction is created, so I’m not
    sure how to resolve this – any ideas?

Thanks,
MarkMark D. Nagel, CCIE #3177 mnagel@willingminds.com
Principal Consultant, Willing Minds LLC
tel/fax: 949-623-9853, web: http://www.willingminds.com/