Thanks for the advice however the scrip was last in the priority. I have figured out what was causing the issue, its the Update.html page in RTIR. I didn’t realise they were separate update pages between extensions, sorry for not mentioning it.
In Update.html from the RTIR extension it looks like someone wanted the ability to set the default owner to the currently logged in user however the way the arguments work it always sets it to the ticket owner.
{ name => 'Owner',
comp => '/Elements/SelectOwner',
args => {
Name => "Owner",
TicketObj => $Ticket,
QueueObj => $Ticket->QueueObj,
- Default => $ARGS{'Owner'} || $Ticket->Owner
- || $session{'CurrentUser'}->id,
+ Default => $ARGS{'Owner'},
}
},
The argument Owner is not normally set on reply however if it is then the execution order seems to be as I mentioned above with the reply email being sent as a separate transaction before the owner update. If Owner is not set on reply you will see on the dropdown list Nobody in particular (Unchanged) which does not trigger the owner update transaction.