Ticket/ModifyPeople.html triggers Scrips

RT Users
1

I have been troubleshooting an interesting problem since we upgraded to
RT 4.0.5. If we have a new unassigned ticket and simply open the page
Ticket/ModifyPeople.html, one of our Scrips fires off email without any
other action (and the owner is not actually changed). The scrip has a
custom condition to check if this is an assignment transaction (see
below). The action is ‘Notify Owner’ and template is ‘Ticket
Assigned’. Point is, since this is not an actual transaction, but just
bringing up a form, it doesn’t seem like it should trigger this Scrip.
I looked at the source and I see that there is a DryRun call in the INIT
section, but it seems like it should not be causing any email to be
sent. Am I dealing with a bug, or do I have a bum Scrip?

Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

similar to OnOwnerChange, but only trigger if actor is not the new

owner and

new owner is not ‘nobody’

return 0 unless $Transaction->Field eq ‘Owner’;
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug(“On Assign Notify Owner Condition - type: ‘$type’
field: ‘$field’ old: ‘$old’ new: ‘$new’ creator: ‘$creator’”);

return 1;

Mark D. Nagel, CCIE #3177mnagel@willingminds.com
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support@willingminds.com or call 714-495-4000

2

I hope you picked User Defined condition in the dropdown.On Tue, Feb 28, 2012 at 05:03, Mark D. Nagel mnagel@willingminds.com wrote:

I have been troubleshooting an interesting problem since we upgraded to RT
4.0.5. If we have a new unassigned ticket and simply open the page
Ticket/ModifyPeople.html, one of our Scrips fires off email without any
other action (and the owner is not actually changed). The scrip has a
custom condition to check if this is an assignment transaction (see below).
The action is ‘Notify Owner’ and template is ‘Ticket Assigned’. Point is,
since this is not an actual transaction, but just bringing up a form, it
doesn’t seem like it should trigger this Scrip. I looked at the source and
I see that there is a DryRun call in the INIT section, but it seems like it
should not be causing any email to be sent. Am I dealing with a bug, or do
I have a bum Scrip?

Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

similar to OnOwnerChange, but only trigger if actor is not the new owner

and

new owner is not ‘nobody’

return 0 unless $Transaction->Field eq ‘Owner’;
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug(“On Assign Notify Owner Condition - type: ‘$type’ field:
‘$field’ old: ‘$old’ new: ‘$new’ creator: ‘$creator’”);

return 1;

–
Mark D. Nagel, CCIE #3177mnagel@willingminds.com
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support@willingminds.com or call 714-495-4000

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Best regards, Ruslan.

3

Yes, of course. The Scrip has always worked. The question is, why is it executing in this context when no actual changes to the ticket have been performed?

Thanks,
Mark

I hope you picked User Defined condition in the dropdown.On Tue, Feb 28, 2012 at 05:03, Mark D. Nagel mnagel@willingminds.com wrote:

I have been troubleshooting an interesting problem since we upgraded to RT
4.0.5. If we have a new unassigned ticket and simply open the page
Ticket/ModifyPeople.html, one of our Scrips fires off email without any
other action (and the owner is not actually changed). The scrip has a
custom condition to check if this is an assignment transaction (see below).
The action is ‘Notify Owner’ and template is ‘Ticket Assigned’. Point is,
since this is not an actual transaction, but just bringing up a form, it
doesn’t seem like it should trigger this Scrip. I looked at the source and
I see that there is a DryRun call in the INIT section, but it seems like it
should not be causing any email to be sent. Am I dealing with a bug, or do
I have a bum Scrip?

Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

similar to OnOwnerChange, but only trigger if actor is not the new owner

and

new owner is not ‘nobody’

return 0 unless $Transaction->Field eq ‘Owner’;
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug(“On Assign Notify Owner Condition - type: ‘$type’ field:
‘$field’ old: ‘$old’ new: ‘$new’ creator: ‘$creator’”);

return 1;

–
Mark D. Nagel, CCIE #3177mnagel@willingminds.com
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support@willingminds.com or call 714-495-4000

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Best regards, Ruslan.

This message has been scanned by CanIt-PRO.

4

Yes, of course. The Scrip has always worked. The question is, why is it
executing in this context when no actual changes to the ticket have been
performed?

Scrips are executed update in DryRun mode, but are not committed. This
is done to get recipients and display them in UI. This is why scrips
shouldn’t perform any update actions in Prepare code.

Thanks,
Mark

Sent from my Android phone with K-9 Mail. Please excuse my brevity.

I hope you picked User Defined condition in the dropdown.

I have been troubleshooting an interesting problem since we upgraded to
RT
4.0.5. If we have a new unassigned ticket and simply open the page
Ticket/ModifyPeople.html, one of our Scrips fires off email without any
other action (and the owner is not actually changed). The scrip has a
custom condition to check if this is an assignment transaction (see
below).
The action is ‘Notify Owner’ and template is ‘Ticket Assigned’. Point
is,
since this is not an actual transaction, but just bringing up a form, it
doesn’t seem like it should trigger this Scrip. I looked at the source
and
I see that there is a DryRun call in the INIT section, but it seems
like!
it

should not be causing any email to be sent. Am I dealing with a bug, or
do
I have a bum Scrip?

Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

similar to OnOwnerChange, but only trigger if actor is not the new

owner
and

new owner is not ‘nobody’

return 0 unless $Transaction->Field eq ‘Owner’;
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug("On Assign Not!
ify
Owner Condition - type: ‘$type’ field:

‘$field’ old: ‘$old’ new: ‘$new’ creator: ‘$creator’");

return 1;

–
Mark D. Nagel, CCIE #3177mnagel@willingminds.com
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support@willingminds.com or call 714-495-4000

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

This message has been scanned by CanIt-PRO.

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012

Best regards, Ruslan.

5

Yep, I saw that. The only user-defined part I have in this Scrip is the condition. NotifyOwner is a builtin action. Are you saying that action is incorrectly sending mail in the prepare phase? I will take a look at its code.

Thanks,
Mark

Yes, of course. The Scrip has always worked. The question is, why is it
executing in this context when no actual changes to the ticket have been
performed?

Scrips are executed update in DryRun mode, but are not committed. This
is done to get recipients and display them in UI. This is why scrips
shouldn’t perform any update actions in Prepare code.

Thanks,
Mark

Sent from my Android phone with K-9 Mail. Please excuse my brevity.

I hope you picked User Defined condition in the dropdown.

I have been troubleshooting an interesting problem since we upgraded to
RT
4.0.5. If we have a new unassigned ticket and simply open the page
Ticket/ModifyPeople.html, one of our Scrips fires off email without any
other action (and the owner is not actually changed). The scrip has a
custom condition to check if this is an assignment transaction (see
below).
The action is ‘Notify Owner’ and template is ‘Ticket Assigned’. Point
is,
since this is not an actual transaction, but just bringing up a form, it
doesn’t seem like it should trigger this Scrip. I looked at the source
and
I see that there is a DryRun call in the INIT section, but it seems
like!
it

should not be causing any email to be sent. Am I dealing with a bug, or
do
I have a bum Scrip?

Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

similar to OnOwnerChange, but only trigger if actor is not the new

owner
and

new owner is not ‘nobody’

return 0 unless $Transaction->Field eq ‘Owner’;
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug("On Assign Not!
ify
Owner Condition - type: ‘$type’ field:

‘$field’ old: ‘$old’ new: ‘$new’ creator: ‘$creator’");

return 1;

–
Mark D. Nagel, CCIE #3177mnagel@willingminds.com
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email support@willingminds.com or call 714-495-4000

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

This message has been scanned by CanIt-PRO.

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012

Best regards, Ruslan.

This message has been scanned by CanIt-PRO.