Hello All, I'm running a scrip which auto-assigns a ticket to user on the first reply. This works very well - if it would not fire the assignement mail twice...
The scrip skeleton is from: http://www.nabble.com/automatic-take-td19312788.html#a19313143 (I'm citing the nabble RT user list repository for easier access - thread name was "automatic take"). What I can see is that the scrip is executed twice - maybe due to what is described (and what I don't understand either) in "Correspond Transaction Twice on Reply in Batchmode" (http://www.nabble.com/Correspond-Transaction-Twice-on-Reply-in-Batchmode-td8730015.html#a8730015). My issue now is, that when I try to get the owner id, the id did not change from 10 (see log messages below "Scrip Auto-Take started.117Owner: 10") to #117 - what I would expect here (since the ticket is assigned after the first action). Is $self->TicketObj->Owner not the correct way to get the current owner ID? Thanks for any help! Kai Schmitte -> my code: #see http://www.nabble.com/automatic-take-td19312788.html my $correspondent = $self->TransactionObj->Creator; $RT::Logger->info("Scrip Auto-Take started. Current Owner: " . $self->TicketObj->Owner); # don't auto-take for "root" return 1 if $correspondent == $RT::SystemUser->id; # only auto-take if owned by Nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # don't auto-take if correspondent is requestor # see http://wiki.bestpractical.com/index.cgi?OnCreateSetDeptHeadCc my $rgobj = $self->TicketObj->Requestors; my $rmobj = $rgobj->UserMembersObj; my $uobj; while ($uobj = $rmobj->Next) { if ($uobj->PrincipalObj->Id == $correspondent) { $RT::Logger->info("Not auto-assigning ticket #" . $self->TicketObj->id . " to its requestor"); return 1; } } $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $correspondent ); my ($status, $msg) = $self->TicketObj->SetOwner( $correspondent ); unless( $status ) { $RT::Logger->error( "Impossible to assign ticket to $correspondent: $msg" ); return undef; } return 1; -> the log messages: Oct 21 16:48:02 support RT: Scrip Auto-Take started.117Owner: 10 ((eval 3112):4) Oct 21 16:48:02 support RT: Auto assign ticket #105 to user #117 ((eval 3112):30) Oct 21 16:48:02 support RT: <rt-3.6.5-19971-1224600482-234.105-2-0@> #105/2265 - Scrip 2 Notify Owner on Owner Change (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Oct 21 16:48:02 support RT: <rt-3.6.5-19971-1224600482-234.105-2-0@> sent To: [EMAIL PROTECTED] (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) Oct 21 17:03:36 support RT: Scrip Auto-Take started.117Owner: 10 ((eval 475):4) Oct 21 17:03:36 support RT: Auto assign ticket #105 to user #117 ((eval 475):30) Oct 21 17:03:36 support RT: <rt-3.6.5-23801-1224601416-749.105-2-0@> #105/2268 - Scrip 2 Notify Owner on Owner Change (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Oct 21 17:03:36 support RT: <rt-3.6.5-23801-1224601416-749.105-2-0@> sent To: [EMAIL PROTECTED] (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) -- View this message in context: http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20094432.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com