Why are extracted custom fields not available in Autoreply template

RT Users
#1

All,

I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket->FirstCustomFieldValue(‘foo’) in the Autoreply template I
don’t get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?

Thanks!

-Todd

#2

Todd,

I've run into that same problem. For some reason, when RT executes

transactions, the RT base transactions seemed to override any “scrip"
based changes that had a stage of “TransactionCreate”. When I turned on
"TransactionBatch” in my SiteConfig and set the “Stage” for the scrips
to “TransactionBatch” it resolved my problem. Hope this helps.

Kenn
LBNLOn 5/4/2009 9:14 AM, Todd Chapman wrote:

All,

I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket->FirstCustomFieldValue(‘foo’) in the Autoreply template I
don’t get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?

Thanks!

-Todd

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#3

Message from the template is generated during Prepare step.On Mon, May 4, 2009 at 8:14 PM, Todd Chapman todd@chaka.net wrote:

All,

I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket->FirstCustomFieldValue(‘foo’) in the Autoreply template I
don’t get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?

Thanks!

-Todd

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

#4

Thanks Ruslan. Is there a reason for that?On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

Message from the template is generated during Prepare step.

On Mon, May 4, 2009 at 8:14 PM, Todd Chapman todd@chaka.net wrote:

All,

I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket->FirstCustomFieldValue(‘foo’) in the Autoreply template I
don’t get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?

Thanks!

-Todd

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
Best regards, Ruslan.

#5

I think it’s done to generate list of recipients.On Mon, May 4, 2009 at 9:10 PM, Todd Chapman todd@chaka.net wrote:

Thanks Ruslan. Is there a reason for that?

On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

Message from the template is generated during Prepare step.

On Mon, May 4, 2009 at 8:14 PM, Todd Chapman todd@chaka.net wrote:

All,

I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket->FirstCustomFieldValue(‘foo’) in the Autoreply template I
don’t get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?

Thanks!

-Todd

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
Best regards, Ruslan.

Best regards, Ruslan.