CF value is not updated from perspective of callback

RT Users
1

Hi folks, I’ve hit another snag. Any help would be appreciated.

RT 3.8.7.

PROBLEM

 After submission of Modify.html (editing Basics) where I changed
 2 things

 FROM

     Status: stalled
     Classification: Non-Compliance

 TO

     Status: resolved
     Classification: Foobar

 The resulting log data generated from my callback (which is
 Modify.html/Default) shows 'resolved' but shows the OLD value
 for Classification, not the new one:

     Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved'
     ...
     Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification'
     val = 'Non-Compliance'

 Note that the ticket is modified properly though.  The values
 on screen once the page updates are:

     Status: resolved
     Classification: Foobar
2

I’ll add to my problem report with what I’ve found, but am
still stuck on, in case that makes it easier to assist :wink:

The ‘Default’ callback call in stock RT’s Ticket/Modify.html
looks like this:

 # /rt/local/share/html/Ticket/Modify.html
 # ... stuff here
 <%INIT>
 # ... stuff here
 # ... 'Default' callback call is here!  THEN:

 my @results = ProcessTicketBasics(TicketObj => $TicketObj,
                                   ARGSRef => \%ARGS);
 push @results, ProcessObjectCustomFieldUpdates(Object =>
                $TicketObj, ARGSRef => \%ARGS);

 $TicketObj->ApplyTransactionBatch;

 # ... stuff here
 <%INIT>

By modifying the RT code (BAD!) to add another callback
after $TicketObj->ApplyTransactionBatch;, I am able to see
the new custom field value instead of the old/stale one.

So the question becomes: How do I examine a CF’s new
value via the stock RT ‘Default’ callback call, which
is before that block above.On 1/20/2011 7:13 PM, Jeff Blaine wrote:

Hi folks, I’ve hit another snag. Any help would be appreciated.

RT 3.8.7.

PROBLEM

After submission of Modify.html (editing Basics) where I changed
2 things

FROM

Status: stalled
Classification: Non-Compliance

TO

Status: resolved
Classification: Foobar

The resulting log data generated from my callback (which is
Modify.html/Default) shows ‘resolved’ but shows the OLD value
for Classification, not the new one:

Jan 20 18:06:50 rtdev1 RT: DEBUG Status = ‘resolved’
…
Jan 20 18:06:50 rtdev1 RT: DEBUG name = ‘Classification’
val = ‘Non-Compliance’

Note that the ticket is modified properly though. The values
on screen once the page updates are:

Status: resolved
Classification: Foobar

3

crickets

Okay, well, just so everyone knows, “Require CF being set
before resolve” won’t work properly without an answer to the
quoted message below. The user will be shown the error screen,
but can just navigate away from it without using the back
button, and will find that the ticket is in fact resolved.

So if that matters to you, don’t use this after all :confused:

 http://requesttracker.wikia.com/wiki/RequireCFResolve

Or, you can use it with an ‘On Resolve’ Scrip that sets
the ticket status back to open, if it was resolved, and
if your CF is not set.On 1/20/2011 7:13 PM, Jeff Blaine wrote:

Hi folks, I’ve hit another snag. Any help would be appreciated.

RT 3.8.7.

PROBLEM

After submission of Modify.html (editing Basics) where I changed
2 things

FROM

Status: stalled
Classification: Non-Compliance

TO

Status: resolved
Classification: Foobar

The resulting log data generated from my callback (which is
Modify.html/Default) shows ‘resolved’ but shows the OLD value
for Classification, not the new one:

Jan 20 18:06:50 rtdev1 RT: DEBUG Status = ‘resolved’
…
Jan 20 18:06:50 rtdev1 RT: DEBUG name = ‘Classification’
val = ‘Non-Compliance’

Note that the ticket is modified properly though. The values
on screen once the page updates are:

Status: resolved
Classification: Foobar

4

Jeff,

I did the latter, as well as set another “non-visable” CF to use as a
trigger to send the owner a notification that the ticket was “re-set” to
“open”.

Kenn
LBNLOn Thu, Feb 3, 2011 at 8:36 AM, Jeff Blaine jblaine@kickflop.net wrote:

crickets

Okay, well, just so everyone knows, “Require CF being set
before resolve” won’t work properly without an answer to the
quoted message below. The user will be shown the error screen,
but can just navigate away from it without using the back
button, and will find that the ticket is in fact resolved.

So if that matters to you, don’t use this after all :confused:

http://requesttracker.wikia.com/wiki/RequireCFResolve

Or, you can use it with an ‘On Resolve’ Scrip that sets
the ticket status back to open, if it was resolved, and
if your CF is not set.

On 1/20/2011 7:13 PM, Jeff Blaine wrote:

Hi folks, I’ve hit another snag. Any help would be appreciated.

RT 3.8.7.

PROBLEM

After submission of Modify.html (editing Basics) where I changed
2 things

FROM

Status: stalled
Classification: Non-Compliance

TO

Status: resolved
Classification: Foobar

The resulting log data generated from my callback (which is
Modify.html/Default) shows ‘resolved’ but shows the OLD value
for Classification, not the new one:

Jan 20 18:06:50 rtdev1 RT: DEBUG Status = ‘resolved’
…
Jan 20 18:06:50 rtdev1 RT: DEBUG name = ‘Classification’
val = ‘Non-Compliance’

Note that the ticket is modified properly though. The values
on screen once the page updates are:

Status: resolved
Classification: Foobar