Wrong Due Date in email Response

Hello,

I am using a scrip to automatically set the due date and priority of a
ticket based on a custom field called severity. This scrip is currently
working as it should. When a new ticket is created a scrip runs with the
condition: On Create and the action: Autoreply To Requestors with a
custom template that includes Due Date: {$Ticket->Due} in order to
inform the requestor of their tickets due date. Unfortunately the due
date in the email response is the default due date (not the one that’s
set when our custom scrip runs). Is there a way to manipulate the order
in which scrips get executed or should I be supplying the correct due
date through some other variable in the email template?

I’m running RT 3.4.4.1.

-Matt

I’ve been reading the archives and poking around since I first posted
this but still haven’t had any luck on my own (or replies from the
list). If anyone knows how to solve this problem any tips would be
greatly appreciated.

Thanks.

-MattFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Wednesday, December 28, 2005 11:08 AM
To: rt-users
Subject: [rt-users] Wrong Due Date in email Response

Hello,

I am using a scrip to automatically set the due date and priority of a
ticket based on a custom field called severity. This scrip is currently
working as it should. When a new ticket is created a scrip runs with the
condition: On Create and the action: Autoreply To Requestors with a
custom template that includes Due Date: {$Ticket->Due} in order to
inform the requestor of their tickets due date. Unfortunately the due
date in the email response is the default due date (not the one that’s
set when our custom scrip runs). Is there a way to manipulate the order
in which scrips get executed or should I be supplying the correct due
date through some other variable in the email template?

I’m running RT 3.4.4.1.

-Matt

Is it possible for you to send in the scrip… I am not sure I totally
understand the problem.

-onkar

Matt Nichols wrote:

Onkar,

The email a user gets when a ticket created reports the due date as
1970-01-01 00:00:00 regardless of if a due date was set or not when the
ticket was created. I’m using the following in my email response
template to inform the user of their tickets due date:

Due Date: {$Ticket->Due}

-MattFrom: Onkar Singh [mailto:onkars@wolfram.com]
Sent: Monday, January 02, 2006 7:45 PM
To: Matt Nichols
Cc: rt-users
Subject: Re: [rt-users] Wrong Due Date in email Response

Is it possible for you to send in the scrip… I am not sure I totally
understand the problem.

-onkar

Matt Nichols wrote:

I’ve been reading the archives and poking around since I first posted
this but still haven’t had any luck on my own (or replies from the
list). If anyone knows how to solve this problem any tips would be
greatly appreciated.

Thanks.

-Matt

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Matt
Nichols
Sent: Wednesday, December 28, 2005 11:08 AM
To: rt-users
Subject: [rt-users] Wrong Due Date in email Response

Hello,

I am using a scrip to automatically set the due date and priority of a

ticket based on a custom field called severity. This scrip is
currently working as it should. When a new ticket is created a scrip
runs with the condition: On Create and the action: Autoreply To
Requestors with a custom template that includes Due Date:
{$Ticket->Due} in order to inform the requestor of their tickets due
date. Unfortunately the due date in the email response is the default
due date (not the one that’s set when our custom scrip runs). Is there

a way to manipulate the order in which scrips get executed or should I

be supplying the correct due date through some other variable in the
email template?

I’m running RT 3.4.4.1.

-Matt



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

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html