Updated subject not used in outgoing email

Hi,

I having a small but annoying problem with two ‘On create’ scrips which
do the following:

a) the first one scans the body of the email and updates some fields
including the ticket subject:

Description: 10 - On Create, set subject and other fields
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

b) the second one sends an email to the requestor:

 Description: 90 - On Create, autoreply to requestors

Condition: On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage: TransactionCreate

Both scrips run correctly, except that the updated subject line is not
used in the email.

Here is the history of a test ticket:

Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to 

'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then the
2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just ‘ECR’.

Is there something I should be doing to ‘commit’ the updates to the
ticket so that the 2nd scrip is aware of the changes?

I have tried running the code for the first scrip in both the
’preparation’ and ‘cleanup’ actions - it doesn’t make any difference.

Thanks in advance for your assistance.

Regards - Angus

Angus Rea wrote:

Hi,

I having a small but annoying problem with two ‘On create’ scrips
which do the following:

a) the first one scans the body of the email and updates some fields
including the ticket subject:

Description: 10 - On Create, set subject and other fields
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors

Condition: On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage: TransactionCreate

Both scrips run correctly, except that the updated subject line is not
used in the email.

Here is the history of a test ticket:

Mon Jun 21 16:26:19 2010 RT_System - Subject changed from ‘ECR’ to
’ECR: 30R1234 - type - ASY - subject [Angus Rea]'
Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then
the 2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just ‘ECR’.
Use stage: TransactionBatch instead but watch out for side effects.

Regards,

Joop

Thanks Joop - yes, the following steps fixed the problem:

a) enabled TransactionBatch in /opt/rt3/etc/RT_SiteConfig.pm by adding:

  Set($UseTransactionBatch , 1);

b) restarted RT

c) changed the Stage for the ‘On Create, autoreply’ scrip to
TransactionBatch.

Re the side effects of enabling TransactionBatch, I searched the wiki
but I couldn’t find any specific issues,
at least with the latest versions - any hints as to what these side
effects may be?

thanks again - AngusOn 21/06/2010 4:48 PM, Joop wrote:

Angus Rea wrote:

Hi,

I having a small but annoying problem with two ‘On create’ scrips
which do the following:

a) the first one scans the body of the email and updates some fields
including the ticket subject:

Description: 10 - On Create, set subject and other fields
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors

Condition: On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage: TransactionCreate

Both scrips run correctly, except that the updated subject line is
not used in the email.

Here is the history of a test ticket:

Mon Jun 21 16:26:19 2010 RT_System - Subject changed from ‘ECR’ to
’ECR: 30R1234 - type - ASY - subject [Angus Rea]'
Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then
the 2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just ‘ECR’.
Use stage: TransactionBatch instead but watch out for side effects.

Regards,

Joop

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