puzzling over an interesting bug involving rt-escalate and Custom Scrip
In my queue “incoming-batch”, there is a Scrip that creates
a ticket in a different queue “media-ticket” using the Custom Condition:
return undef unless ($self->TicketObj->FirstCustomFieldValue('batch_state') =~ /Incoming Received/i); return 1;
Before rt-escalate was implemented as cron job, this worked fine.
The end user would change the custom field value to Received, the media
ticket would be created, end of story.
Now… every time rt-escalate runs (until final priority is reached),
that custom condition is being tested, and the media ticket created.
I’ve had a look through the RT::Action::EscalatePriority.pm code,
and some of a look at the TicketObj code, but I’m stumped on this one.
Anyone have any ideas?