REST interface, getting custom fields

Hi,

I’m using the perl module ‘RT::Client::REST’ to query the database for tickets with a specific custom field with a value and update the tickets to a different owner and state.

Script works for 2 other queues without issue. The 3rd queue however, configured the same as far as I can see, behaves differently.

The script does a search and finds tickets that meet the criteria (CF.{Mingle Card Number} > 0), which says to me that the tickets have the custom field visible to the user I’m logged in as. Cool.

I then loop through the search results getting the individual ticket details (to get the value of the custom field):

    my $ticket = RT::Client::REST::Ticket->new(
            rt => $_RT,
            id => $id,
    )->retrieve;
    if (!defined($ticket->cf($_cf_name))) {
            print Dumper($ticket->{'__cf'});
            printf(STDERR "Unable to find the %s on ticket %d\n", $_cf_name, $id);
            next;
    }

This fails on the one queue.

Example of the failure:

$VAR1 = {
’(sc/fr) clarifications’ => ‘N/A’,
’(sc/fr) summary’ => ‘For one thing it will make reports that are no longer downloadable accessible.’,
’(sc/fr) scope’ => ‘Reporting components of the *********** website.’,
‘user priority’ => ‘’,
‘psm monitor’ => ‘’,
‘dev priority’ => ‘2 - Needs looking at within a week or so’,
’(sc/fr) context’ => ‘Line limit is no longer required.’
};
Unable to find the Mingle Card Number on ticket 7152

I’ve gone over the permissions on the queue a few times, left it for a few hours and reviewed them again. I can’t figure out why this works for the other queues and not this one.

No errors are logged at debug level. A restart of the apache instance doesn’t resolve the issue.

User ID: 11098, member of:
Group ID: 147279 (Principals id: 147279)
Queue ID: 31
CF ID: 49

Confirmed the CF is allocated to the queue with the name ‘Mingle Card Number’ (‘select * from ObjectCustomFields where CustomField = 49 and ObjectId = 31’ and ‘select Name from CustomFields where id = 49’) and that there is only one Custom Field with this name.

Group has the following permissions on the queue (confirmed by ’ select * from ACL where ObjectId = 31 and PrincipalId = 147279’):
ModifyCustomField
ModifyTicket
OwnTicket
SeeCustomField

Where should I be checking next?

RT 3.8.8, RT::Client::REST 0.40, RedHat, MySQL.

Stuart J. Browne
Senior Unix Administrator, Network Administrator
AusRegistry Pty Ltd
Level 8, 10 Queens Road
Melbourne. Victoria. Australia. 3004.
Ph: +61 3 9866 3710
Fax: +61 3 9866 1970
Email: stuart.browne@ausregistry.com.au
Web: www.ausregistry.com.au

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-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Stuart Browne
Sent: Tuesday, 30 August 2011 5:09 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] REST interface, getting custom fields

Hi,

I’m using the perl module ‘RT::Client::REST’ to query the database for
tickets with a specific custom field with a value and update the tickets
to a different owner and state.

Script works for 2 other queues without issue. The 3rd queue however,
configured the same as far as I can see, behaves differently.

Sadly, I’ve confirmed this is a bug in the RT::Client::REST interface (also in 0.41). Using RT’s ‘/opt/rt3/bin/rt’ does correctly retrieve all the custom fields.

Time for debug.

Stuart

Hi,

I’m using the perl module ‘RT::Client::REST’ to query the database for
tickets with a specific custom field with a value and update the tickets
to a different owner and state.

Script works for 2 other queues without issue. The 3rd queue however,
configured the same as far as I can see, behaves differently.

Sadly, I’ve confirmed this is a bug in the RT::Client::REST interface
(also in 0.41). Using RT’s ‘/opt/rt3/bin/rt’ does correctly retrieve all
the custom fields.

Time for debug.

Debug has found the following (in both /opt/rt3/bin/rt and RT::Client::REST::Forms and RT::Client::REST::Object):

* $CF_name defines the list of valid characters in a custom field name.  The field before my missing custom field had a question-mark in it (?).  This caused the field matching in the form parse routine to fail.
* The RT::Client::REST::Object did further parsing to break down the attributes into a __cf hash.  It re-parsed the custom field names.  Same deal, question-mark.

Sending a patch through to the CPAN. Single-character addition :wink:

Stuart