Hi -
I have custom scripts that create new RT tickets by inserting a manual INSERT record into the ‘Tickets’ table. This has worked for us in the past, however if we do it this way, we are unable to do the following
-
Change its category -
Change its owner
Basically, we can reply to the ticket and close it, but that’s about it. It errors out with a SQL statement when trying to change owners. Attached is the full SQL query, it seems it’s missing GroupMember ID, so
I suppose I have to insert a record into another table for it to play nice.
1 Query SELECT * FROM Tickets WHERE id = '34956'
1 Query SELECT * FROM Users WHERE id = '102618'
1 Query SELECT * FROM Queues WHERE id = '1'
1 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifyTicket') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 102618 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1
1 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'OwnTicket') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 102618 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1
1 Query SELECT * FROM Groups WHERE Instance = '34956' AND Type = 'Owner' AND Domain = 'RT::Ticket-Role'
1 Query SELECT main.* FROM GroupMembers.main WHERE (main.GroupId = )
1 Query SELECT RELEASE_LOCK('Apache-Session-742dc9bf13d6e193159d5960231dc916')
1 Query rollback
1 Query set autocommit=1
Any suggestions you can provide would be helpful.