Skipping Scrip #X because it didn't Prepare

RT Users
1

I have two RT systems: one testing and one production. I have a modified notification Scrip on my test box:
Description: On Correspond Reopen Rejected/Resolved Tickets
Condition: On Correspond
Action: User Defined
Template: Blank
Custom cond:
If ($self->TicketObj->Status eq ‘rejected’) { return 1; }
If ($self->TicketObj->Status eq ‘resolved’) { return 1; }
Return 0;

Custom action commit code:
$self->TicketObj->SetStatus(“open”);
On my test system it works perfectly. Any tickets resolved or rejected get re-opened on correspond. On my production box, I get the following in ym log:

[13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because it didn’t Prepare (/opt/rt4/sbin/…/lib/RT/Scrips.pm:345)

I’ve tried writing my own messages to the log but it doesn’t look like the scrip is firing. What is happening?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.commailto:hd-general@qvii.com
To report email issues: postmaster@qvii.com

2

Do you have anything in the “Custom action preparation code:” box? If
not, try adding:

return 1;

so the Prepare step returns successfully.On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote:

I have two RT systems: one testing and one production. I have a modified
notification Scrip on my test box:

Description: On Correspond Reopen Rejected/Resolved Tickets
Condition: On Correspond
Action: User Defined
Template: Blank
Custom cond:
If ($self->TicketObj->Status eq �rejected�) { return 1; }
If ($self->TicketObj->Status eq �resolved�) { return 1; }
Return 0;

Custom action commit code:
$self->TicketObj->SetStatus(�open�);

On my test system it works perfectly. Any tickets resolved or rejected
get re-opened on correspond. On my production box, I get the following
in ym log:

[13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because
it didn’t Prepare (/opt/rt4/sbin/…/lib/RT/Scrips.pm:345)

I�ve tried writing my own messages to the log but it doesn�t look like
the scrip is firing. What is happening?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email:
hd-general@qvii.com mailto:hd-general@qvii.com
To report email issues: postmaster@qvii.com

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  • Los Angeles - September, 2016
3

Jim - I tried your suggestion and it caused the Scrip to fire every single time. What I ended up doing that worked was I duplicated the test in Custom Condition to Custom Action preparation. So both fields now have:

if ($self->TicketObj->Status eq ‘rejected’) { return 1; }
if ($self->TicketObj->Status eq ‘resolved’) { return 1; }
return 0;

What is really weird is on my test system it works flawlessly with only the Custom Condition and Custom action commit code. Basically we just want tickets to re-open if they are in Resolve or Rejected and get Replied to. I’m scratching my head at why the two systems are functioning differently. Is it possible that an earlier Scrip I have could be interfering? Before I had a test environment I’d make changes to our live system for functionality.

Message: 2Date: Fri, 12 Aug 2016 14:10:44 -0400
From: Jim Brandt jbrandt@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Skipping Scrip #X because it didn’t Prepare
Message-ID: 147b8081-d7dc-0c02-d01f-6c8b42ee1c96@bestpractical.com
Content-Type: text/plain; charset=windows-1252; format=flowed

Do you have anything in the “Custom action preparation code:” box? If not, try adding:

return 1;

so the Prepare step returns successfully.

4

I got an out-of-band response from someone on this issue. He basically said that because I used “On Correspond” and not “User Defined” that the “Custom Condition” code would never fire. Is this accurate? If so, I’m wondering why it was working on my test box.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.commailto:hd-general@qvii.com
To report email issues: postmaster@qvii.com