Hi, I have a strange situation – after merging two tickets in same queue (so the custom fields are the same) – Ticket_ID_B ==> Ticket_ID_A, where Ticket_ID_B greater than Ticket_ID_A, caused a Custom Field Set Value in ticket Ticket_ID_A (where the value of the CF was not set at all).
And obviously triggered an email send event.
So anybody can tell me what can cause such things, can it be configured?..
Any hint, clue appreciated.
BRG, Peter
PS: RT v5.0.2
Did you find the scrip is sending the message?
Maybe it’s enough “retun 0” if the user is RT_System before sending the message.
Hey Peter.
When you merge ID_B into ID_A, the CustomFields on ID_A will take precedence and overwrite the values from ID_B. If a CF on ID_A is not set (its value is NULL**)** its value will be pulled from ID_B.
To prevent this,you need to explicitly set a value, such as a zero ‘0’ for a number or an empty string for text, rather than leaving the field completely empty.
Finally, there’s a Scrip that sends an email when a CF is updated, triggered by either the ‘On Transaction’ or “Custom” condition.
regards Andre.