RT 4.2 and ownership of tickets after comments

RT Users
1

I’m noticing a strange problem after my upgrade from 4.0.0 to 4.2. Before
my upgrade I’d made a global script that would have the user attempt to
take ownership of a ticket after commenting on it. This is still working
after the upgrade. However, now it is immediately given back to the
previous owner for some reason. History reads like this:

The RT System itself - Owner forcibly changed from

Uhttp://rt.imctv.com/User/Summary.html?id=108
serA to UserB

U http://rt.imctv.com/User/Summary.html?id=36196serB - Given to UserA

Any ideas what might be causing this and how to stop it?

2

I’m noticing a strange problem after my upgrade from 4.0.0 to 4.2.
Before my upgrade I’d made a global script that would have the user
attempt to take ownership of a ticket after commenting on it. This is
still working after the upgrade. However, now it is immediately given
back to the previous owner for some reason. History reads like this:

The RT System itself - Owner forcibly changed from UserA to UserB

UserB - Given to UserA

Any ideas what might be causing this and how to stop it?

You will need to provide the scrip before we will be able to hazard any
guesses.

  • Alex
3

This is my scrip that sets the owner to themselves after a comment. Like I
said though it’s working fine. However, something else seems to be kicking
off now afterwards that is giving the ticket back to the previous owner.

Condition: On Create
Action: User Defined
Template: Blank

Custom Condition:

Custom action preparation code:
return 1;

Custom action commit code:

get actor ID

my $Actor = $self->TransactionObj->Creator;

if actor is RT_SystemUser then get out of here

return 1 if $Actor == $RT::SystemUser->id;

get out unless ticket owner is nobody

return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

ok, try to change owner

$RT::Logger->info(“Auto assign ticket #”. $self->TicketObj->id ." to user
#".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
$RT::Logger->error( “Impossible to assign the ticket to $Actor: $msg” );
return undef;
}
return 1;On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver alexmv@bestpractical.comwrote:

On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:

I’m noticing a strange problem after my upgrade from 4.0.0 to 4.2.
Before my upgrade I’d made a global script that would have the user
attempt to take ownership of a ticket after commenting on it. This is
still working after the upgrade. However, now it is immediately given
back to the previous owner for some reason. History reads like this:

The RT System itself - Owner forcibly changed from UserA to UserB

UserB - Given to UserA

Any ideas what might be causing this and how to stop it?

You will need to provide the scrip before we will be able to hazard any
guesses.

  • Alex
4

My mistake, the custom action commit code is this:

get actor ID

my $Actor = $self->TransactionObj->Creator;

ok, try to change owner

$RT::Logger->info(“Auto assign ticket #”. $self->TicketObj->id ." to user
#".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor,‘Force’ );
unless( $status ) {
$RT::Logger->error( “Impossible to assign the ticket to $Actor: $msg” );
return undef;
}
return 1;On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall hiro24@gmail.com wrote:

This is my scrip that sets the owner to themselves after a comment. Like
I said though it’s working fine. However, something else seems to be
kicking off now afterwards that is giving the ticket back to the previous
owner.

Condition: On Create
Action: User Defined
Template: Blank

Custom Condition:

Custom action preparation code:
return 1;

Custom action commit code:

get actor ID

my $Actor = $self->TransactionObj->Creator;

if actor is RT_SystemUser then get out of here

return 1 if $Actor == $RT::SystemUser->id;

get out unless ticket owner is nobody

return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

ok, try to change owner

$RT::Logger->info(“Auto assign ticket #”. $self->TicketObj->id ." to
user #".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
$RT::Logger->error( “Impossible to assign the ticket to $Actor: $msg”
);
return undef;
}
return 1;

On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver alexmv@bestpractical.comwrote:

On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:

I’m noticing a strange problem after my upgrade from 4.0.0 to 4.2.
Before my upgrade I’d made a global script that would have the user
attempt to take ownership of a ticket after commenting on it. This is
still working after the upgrade. However, now it is immediately given
back to the previous owner for some reason. History reads like this:

The RT System itself - Owner forcibly changed from UserA to UserB

UserB - Given to UserA

Any ideas what might be causing this and how to stop it?

You will need to provide the scrip before we will be able to hazard any
guesses.

  • Alex
5

Still haven’t found anything. What’s odd is that it’s not a problem w/ the
scrip. The scrip still works. RT force changes the owner to whoever made
the comment. It even shows up in the history. But it’s like the very next
thing that happens is the new owner “gives” the ownership back to the
original owner. I can’t seem to figure out why.On Tue, Nov 5, 2013 at 12:32 PM, Chris Hall hiro24@gmail.com wrote:

My mistake, the custom action commit code is this:

get actor ID

my $Actor = $self->TransactionObj->Creator;

ok, try to change owner

$RT::Logger->info(“Auto assign ticket #”. $self->TicketObj->id ." to user
#".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor,‘Force’ );
unless( $status ) {
$RT::Logger->error( “Impossible to assign the ticket to $Actor: $msg” );
return undef;
}
return 1;

On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall hiro24@gmail.com wrote:

This is my scrip that sets the owner to themselves after a comment. Like
I said though it’s working fine. However, something else seems to be
kicking off now afterwards that is giving the ticket back to the previous
owner.

Condition: On Create
Action: User Defined
Template: Blank

Custom Condition:

Custom action preparation code:
return 1;

Custom action commit code:

get actor ID

my $Actor = $self->TransactionObj->Creator;

if actor is RT_SystemUser then get out of here

return 1 if $Actor == $RT::SystemUser->id;

get out unless ticket owner is nobody

return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

ok, try to change owner

$RT::Logger->info(“Auto assign ticket #”. $self->TicketObj->id ." to
user #".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
$RT::Logger->error( “Impossible to assign the ticket to $Actor: $msg”
);
return undef;
}
return 1;

On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver alexmv@bestpractical.comwrote:

On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:

I’m noticing a strange problem after my upgrade from 4.0.0 to 4.2.
Before my upgrade I’d made a global script that would have the user
attempt to take ownership of a ticket after commenting on it. This is
still working after the upgrade. However, now it is immediately given
back to the previous owner for some reason. History reads like this:

The RT System itself - Owner forcibly changed from UserA to UserB

UserB - Given to UserA

Any ideas what might be causing this and how to stop it?

You will need to provide the scrip before we will be able to hazard any
guesses.

  • Alex
6

Still haven’t found anything. What’s odd is that it’s not a problem
w/ the scrip. The scrip still works. RT force changes the owner to
whoever made the comment. It even shows up in the history. But it’s
like the very next thing that happens is the new owner “gives” the
ownership back to the original owner. I can’t seem to figure out why.

Look at your logs; I suspect you have a second scrip which is firing to
give it back.

  • Alex
7

I’m officially stumped. This apparently is an issue that doesn’t effect
everybody, but the people it does I can’t pin down why. I did a separate
RT installation on another server and verified that my scrip works. This
wasn’t a problem before 4.2, so it must be some sort of fail safe I’m
guessing. So here’s what I’ve noticed…

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner “gives” the ticket to the old
owner.
Some people in some queues are not affected.

I’ve double, triple checked permissions on people and groups. I’ve re-read
through all my scrips and nothing except my scrip is changing ownership.
No queues have any special scrips, they are all global. I’m at a complete
loss what could be causing this anomaly. Is there somewhere I can go or
something I can turn on that will enable like a debug mode so I can see
what’s happening on a step by step basis when something happens like a
comment?On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver alexmv@bestpractical.comwrote:

On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:

Still haven’t found anything. What’s odd is that it’s not a problem
w/ the scrip. The scrip still works. RT force changes the owner to
whoever made the comment. It even shows up in the history. But it’s
like the very next thing that happens is the new owner “gives” the
ownership back to the original owner. I can’t seem to figure out why.

Look at your logs; I suspect you have a second scrip which is firing to
give it back.

  • Alex
8

I’m officially stumped. This apparently is an issue that doesn’t effect
everybody, but the people it does I can’t pin down why. I did a separate
RT installation on another server and verified that my scrip works. This
wasn’t a problem before 4.2, so it must be some sort of fail safe I’m
guessing. So here’s what I’ve noticed…

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner “gives” the ticket to the old
owner.
Some people in some queues are not affected.

I’ve double, triple checked permissions on people and groups. I’ve
re-read through all my scrips and nothing except my scrip is changing
ownership. No queues have any special scrips, they are all global. I’m at
a complete loss what could be causing this anomaly. Is there somewhere I
can go or something I can turn on that will enable like a debug mode so I
can see what’s happening on a step by step basis when something happens
like a comment?

Some log related to one of this event would help, even if you have to
sanitize it first.
But make sure you provide complete logs, so no scrip action gets skipped
while you are
pasting it here.

Still haven’t found anything. What’s odd is that it’s not a problem
w/ the scrip. The scrip still works. RT force changes the owner to
whoever made the comment. It even shows up in the history. But it’s
like the very next thing that happens is the new owner “gives” the
ownership back to the original owner. I can’t seem to figure out why.

Look at your logs; I suspect you have a second scrip which is firing to
give it back.

  • Alex

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

9

To better illustrate what I’m seeing, here’s a screen cap.

900×400 104 KB

On the top is what I see when I tried to comment on a ticket.
On the bottom is a clip from the history, where you can see one person
commenting, RT changing ownership to them, and then they immediately return
ownership.

I have a theory as to what might be happening. Could it be possible that
the scrips are processed before the changes? If so, perhaps my scrip is
changing ownership of the ticket, and then RT sees on the right in the
“Ticket and Transaction” section a different owner than the ticket now has,
and the user changes it?

This is all I can really find in the log as far as anything useful. Below
you can see that scrip 2 fires off when my scrip forcefully changes
ownership. It then immediately fires off again because the user has given
ownership back to the original owner.

I’ve noticed that if I revoke the ModifyTicket permission the RT scrip will
change the owner to them, and then they are aunable to change the owner
back. The result at the top is a message saying the comment was added,
followed by a line that reads “Permission Denied”. As far as I can tell,
this achieves the desired effect. However, a lot of people aren’t happy
about doing it this way.

I just tried removing all scrips from the queue except my scrip that
changes owner, and the result was the same. So it’s not a problem w/
another scrip that’s running. Below is a log snippet.

Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1974.57417-8-0@XXX.com #57417/999085 - Scrip 8
On Comment Notify AdminCcs as Comment
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1974.57417-8-0@XXX.com sent Bcc: XXX@XXX.com,
XXX@XXX.com
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-497.57417-9-0@XXX.com #57417/999085 - Scrip 9
On Comment Notify Other Recipients as Comment
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-497.57417-9-0@XXX.com No recipients found. Not
sending.
Nov 6 09:56:39 rt RT: [30613] Auto assign ticket #57417 to user #230355
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-2-0@XXX.com #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-2-0@XXX.com No recipients found. Not
sending.
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-2-0@XXX.com #57417/999089 - Scrip 2
On Owner Change Notify Owner
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-2-0@XXX.com sent To: XXX@XXX.com
Nov 6 09:56:39 rt RT: [30613] Use of uninitialized value in concatenation
(.) or string at /opt/rt4/sbin/…/lib/RT/Interface/Web.pm line 1793.
Nov 6 09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleterOn Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal vadud3@gmail.com wrote:

On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall hiro24@gmail.com wrote:

I’m officially stumped. This apparently is an issue that doesn’t effect
everybody, but the people it does I can’t pin down why. I did a separate
RT installation on another server and verified that my scrip works. This
wasn’t a problem before 4.2, so it must be some sort of fail safe I’m
guessing. So here’s what I’ve noticed…

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner “gives” the ticket to the
old owner.
Some people in some queues are not affected.

I’ve double, triple checked permissions on people and groups. I’ve
re-read through all my scrips and nothing except my scrip is changing
ownership. No queues have any special scrips, they are all global. I’m at
a complete loss what could be causing this anomaly. Is there somewhere I
can go or something I can turn on that will enable like a debug mode so I
can see what’s happening on a step by step basis when something happens
like a comment?

Some log related to one of this event would help, even if you have to
sanitize it first.
But make sure you provide complete logs, so no scrip action gets skipped
while you are
pasting it here.

On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver alexmv@bestpractical.comwrote:

On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:

Still haven’t found anything. What’s odd is that it’s not a problem
w/ the scrip. The scrip still works. RT force changes the owner to
whoever made the comment. It even shows up in the history. But it’s
like the very next thing that happens is the new owner “gives” the
ownership back to the original owner. I can’t seem to figure out why.

Look at your logs; I suspect you have a second scrip which is firing to
give it back.

  • Alex

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

10

Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-2-0@XXX.com #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-2-0@XXX.com No recipients found.
Not sending.
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-2-0@XXX.com #57417/999089 - Scrip
2 On Owner Change Notify Owner
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-2-0@XXX.com sent To: XXX@XXX.com

This log does not really show the event when RT forcibly changed the owner.
You might need to provide a fresh complete log for a new event.

Also, do you might have any scrip in “Scrips which apply to all queues” and
“Current Scrips” section? A snapshot of /Admin/Queues/Scrips.html?id=XX
where XX is the ``id’’ of the queue might show that.

Please include all when you reply.

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

11

Fixed

It was as I suspected. (I think) The scrips were running and changing the
owner of the ticket, and then RT was applying everything to the ticket
update, including the “Ticket and Transaction” section afterwards. Since
this section holds a field marked “Owner” and is defaultly populated by the
old owner, RT was reading that value and using it to re-set the owner after
the scrip had ran.

I’m not a programmer, so my fix is quick and dirty. But this is what I
did. I removed the following code from Update.html

{ name => ‘Owner’,
comp => ‘/Elements/SelectOwner’,
args => {
Name => “Owner”,
TicketObj => $TicketObj,
QueueObj => $TicketObj->QueueObj,
DefaultLabel => loc(“[_1] (Unchanged)”,
$m->scomp(‘/Elements/ShowUser’, User => $TicketObj->OwnerObj)),
Default => $ARGS{‘Owner’}
}
},

This removed the owner field from the comment page. My users never change
the owner here anyways.

I know changing this file in this way means in the future upgrades will
probably overwrite my changes, but for now everybody is happy and I just
have to be aware that this fix is needed if it’s ever overwritten by an
upgrade.On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal vadud3@gmail.com wrote:

On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall hiro24@gmail.com wrote:

Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-2-0@XXX.com #57417/999087 - Scrip
2 On Owner Change Notify Owner
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-2-0@XXX.com No recipients found.
Not sending.
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-2-0@XXX.com #57417/999089 - Scrip
2 On Owner Change Notify Owner
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-2-0@XXX.com sent To: XXX@XXX.com

This log does not really show the event when RT forcibly changed the
owner. You might need to provide a fresh complete log for a new event.

Also, do you might have any scrip in “Scrips which apply to all queues”
and “Current Scrips” section? A snapshot of /Admin/Queues/Scrips.html?id=XX
where XX is the ``id’’ of the queue might show that.

Please include all when you reply.

–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?