Hello RT developers,
it seems that RT3 has trouble creating links for tickets when
“CreateTickets” Action is called twice.
E.g.
Ticket created in “Virus Report”
→ on Create, CreateTickets
Ticket created in queue “Infection”, Members = TOP
→ on Create, fill CustomField
→ on CustomField = XXX, CreateTickets
Ticket created in “Enforcement”, MemberOf = TOP
Now, whats happening is that the ticket in “Virus Report” is created,
causing a parent to be created in “Infection”, causing a child in
“Enforcement” when a certain condition is met.
If CustomField != XXX, this works and stops as expected.
Ticket 1 in “Virus Report”, Ticket 2 in “Infection”, 1 being child to 2.
If CustomField = XXX, the second CreateTickets script fails with ‘Can’t
call method “can” on an undefined value at
/opt/rt3/lib/RT/Action/CreateTickets.pm’
I have: Ticket 1 in “Virus Report”, Ticket 2 in “Infection”, Ticket 3 in
“Enforcement”, 3 being child to 2, but 1 NOT being child to 2.
Apparently, the creation of the “Members” link for ticket 2 is
postponed, but after the second “CreateTickets” run, the required
information is lost. Error occurs here:
$RT::Logger->debug("Assigned $template_id with $id");
$T::Tickets{$template_id}->SetOriginObj($self->TicketObj)
→ if $T::Tickets{$template_id}->can(‘SetOriginObj’);
Is there any fix/way around this?
Logs are attached, here is a relevant extract of the CreateTickets
templates:
for “Virus report” queue:
===Create-Ticket: Infection
Queue: Infections
Members: TOP
Content:
{$Tickets{‘TOP’}->Transactions->First->Message->First->Content}
ENDOFCONTENT
for “Infection” queue:
===Create-Ticket: Inform
{
use vars qw/$msg $user $admin/; # define global vars for this template
# $msg, $user, $admin are done
return '';
}Subject: {$Tickets{‘TOP’}->Subject}
Date: {$date}
Queue: Enforcements
MemberOf: TOP
{( $user ? "Requestor: ". $user : "Cc: ". $admin )}
Content:
{( $msg )}
ENDOFCONTENT
Best regards,
Ruediger Riediger
Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin
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