Re: [rt-users] Updated subject not used in outgoing email

2010-06-21 Thread Angus Rea 


Thanks Joop - yes, the following steps fixed the problem:

a) enabled TransactionBatch in /opt/rt3/etc/RT_SiteConfig.pm by adding:

 Set($UseTransactionBatch , 1);

b) restarted RT

c) changed the Stage for the 'On Create, autoreply' scrip to 
TransactionBatch.


Re the side effects of enabling TransactionBatch, I searched the wiki 
but I couldn't find any specific issues,
at least with the latest versions - any hints as to what these side 
effects may be?


thanks again - Angus

On 21/06/2010 4:48 PM, Joop wrote:

Angus Rea wrote:

Hi,

I having a small but annoying problem with two 'On create' scrips
which do the following:

a) the first one scans the body of the email and updates some fields
including the ticket subject:

Description: 10 - On Create, set subject and other fields
Condition:   On Create
Action:  User Defined
Template:Global template: Blank
Stage:   TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors
Condition:   On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage:   TransactionCreate

Both scrips run correctly, except that the updated subject line is
not used in the email.

Here is the history of a test ticket:

   Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
   Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then
the 2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just 'ECR'.

Use stage: TransactionBatch instead but watch out for side effects.

Regards,

Joop


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

[rt-users] Updated subject not used in outgoing email

2010-06-20 Thread Angus Rea 

Hi,

I having a small but annoying problem with two 'On create' scrips which 
do the following:


a) the first one scans the body of the email and updates some fields 
including the ticket subject:


Description: 10 - On Create, set subject and other fields
Condition:   On Create
Action:  User Defined
Template:Global template: Blank
Stage:   TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors
Condition:   On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage:   TransactionCreate

Both scrips run correctly, except that the updated subject line is not 
used in the email.


Here is the history of a test ticket:

   Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to 
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'

   Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then the 
2nd scrip sends the email; however, the subject of

the email sent to the requestor is the original subject; ie: just 'ECR'.

Is there something I should be doing to 'commit' the updates to the 
ticket so that the 2nd scrip is aware of the changes?


I have tried running the code for the first scrip in both the 
'preparation' and 'cleanup' actions - it doesn't make any difference.


Thanks in advance for your assistance.

Regards - Angus

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[rt-users] Updated subject on outgoing email

2010-06-20 Thread Angus Rea 

Hi,

I have two 'On create' scrips:

a) the first one scans the body of the email and updates some fields 
including the ticket subject; and


b) a second one which sends


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Buy a copy at http://rtbook.bestpractical.com