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I’ve been trying to wrap my head around RT for a couple of days now
Currently I am trying to add some business logic (yes…scrips ).
I noted some oddities while trying to set my priority field using custom
fields. I can essentially get it to work, but I have not been able to
figure out why I run into the problem below.
So I made up a very simple scrip to illustrate my point:
Condition: on Transaction
Action: User defined
Global Template: Blank
Stage: Transaction Batch
Custom action cleanup code:
Then I set about to test it:
Create ticket --> ticket gets created and priority is 50.
Edit ticket --> I update anything but the priority in the ticket, just
to trigger the script. For instance by changing the tickets subject. -->
Save changes --> Priority remains 50.
Edit ticket --> this time I update the priority field and set it to,
say, 100. The expected outcome: priority will be set to 50 by the script
- –> Save changes --> actual outcome: the priority field seems to be
set to 100, although the script was triggered (confirmed by using
Now this is where I get confused. Somehow, my script was overruled in
3). However, as soon as I access the ticket again by navigating to the
ticket, i.e. clicking on display or selecting the ticket in the left
menu bar or otherwise navigating around, the priority will be at 50,
without my scrip running again.
So my guess is, that my script actually saved the right priority in the
database, but didn’t update some essential object when displaying the
ticket right after pressing ‘Save Changes’
Does anybody know what is happening here?
Please bear in mind that the scrip here just illustrates my point and is
not the actual final scrip I want to use in production (which would be
setting the priority through several custom fields).
Hope somebody has an answer.
IT Security Analyst
The Danish GovCERT
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