Arnaud, You need to make sure the scrips are running in the right sequence. You do this by setting the execution to " transaction batch" and give them names that ensure the correct sequence.
Kenn Sent from my Windows PhoneFrom: Arnaud Abélard Sent: 2/6/2015 8:29 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] use customFields extracted by ExtractCustomFieldValues in creation mail Hello, I have a working instance of RT 4.2.9. Everything has been running as expected for years (started with RT 3.8). I have a few queues that use custom fields. Upon the creation of a new ticket, a mail is sent to the queue administrator with the list of the queue's custom fields and their value and the body of the ticket. This works well when the ticket is created from RT. Now, I have been trying to use the ExtractCustomFieldValues extension to extract my custom fields from an email. That actually works. The custom fields are set properly in the ticket but in the mail sent to the queue admins, the custom fields value are missing. In my template (which works fine when the ticket is created from RT) I used the following code: { my $res = ""; my $customFields = $Ticket->QueueObj->TicketCustomFields(); while ( my $customField = $customFields->Next) { $res.= $customField->Name.": ".$Ticket->FirstCustomFieldValue($customField->Name)."\n"; } $res; } I am also sure that my extractCustomField scrip is being executed _before_ my oncreation scrip (scrip #50 is my extractcustomvalue scrip and scrip #15 my "oncreation sent mail to queue admins": Feb 6 17:14:21 rt4 RT: [19913] Committing scrip #50 on txn #90275 of ticket #3782 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) ... Feb 6 17:14:21 rt4 RT: [19913] CustomFieldValue (Numéro de porte,123) added: 5355 Numéro de porte 123 added ... Feb 6 17:14:21 rt4 RT: [19913] CustomFieldValue (UMR,915) added: 5356 UMR 915 added ... Feb 6 17:14:21 rt4 RT: [19913] CustomFieldValue (Numéro de téléphone,123) added: 5357 Numéro de téléphone 123 added ... Feb 6 17:14:21 rt4 RT: [19913] Committing scrip #15 on txn #90275 of ticket #3782 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) Feb 6 17:14:21 rt4 RT: [19913] Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f91d5eadf40), id 90275 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:623) ... The log confirms the customfield are set before the mail is sent so why aren't the values set when queried from my template? Thanks in advance, Arnaud Abélard -- Arnaud Abélard (jabber: arnaud.abel...@univ-nantes.fr) Administrateur Système - Responsable Services Web Direction des Systèmes d'Informations Université de Nantes - ne pas utiliser: trapem...@univ-nantes.fr