[rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
We've just upgraded our RT installation from 3.8.1 to 3.8.8 and it
mostly went very seamlessly.
However, since making the new version live I've noticed that one of our
global Scrips has stopped working.
The scrip reads:
Description: Open on take
Condition: User defined
Action: Open Tickets
Template:Global template: Blank
Stage: TransactionCreate
Custom Condition:
if ($self-TicketObj-Status eq 'new' $self-TransactionObj-Type eq
'Take')
{
return 1;
}
else
{
return undef;
}
So, a fairly simple Scrip to 'Open' a ticket when it's taken by someone.
However, since the upgrade to 3.8.8 it has stopped working.
Any idea what could be causing it? I don't see anything applicable in RT
or Apache logs...
Cheers,
John.
[Apologies for the horrible disclaimer, it's out of my hands]
--
John Beranek, Senior Software Engineer, Engineering Tools Group
Pace plc.Tel: +44 1274 538356
Victoria Road, Saltaire, Shipley Fax: +44 1274 538056
West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/
[Pace plc is registered in England and Wales #1672847]
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purchase which may have been provided to you, or in any event are available at
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Re: [rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
On 18/08/10 15:29, Mark Jenks wrote: Do you have a Return 1; in the Condition and/or Prep code? I pasted my Custom condition code in the initial list post - it contains a 'return 1;' in one side of an 'if'... Cheers, John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc.Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. http://www.pace.com Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
On 18/08/10 15:37, Kevin Falcone wrote: On Wed, Aug 18, 2010 at 03:23:28PM +0100, John Beranek wrote: We've just upgraded our RT installation from 3.8.1 to 3.8.8 and it mostly went very seamlessly. However, since making the new version live I've noticed that one of our global Scrips has stopped working. What happens when you use $RT::Logger-warn to track the Type and Status? My guess is that the Type is not what you expect. Hmm, that doesn't show anything as such (after I get the logging syntax right)...but I know can see that an error in the log does appear to be associated with this Scrip: [Wed Aug 18 14:55:25 2010] [warning]: *** Type: Take Status: new ((eval 5574):1) [Wed Aug 18 14:55:25 2010] [error]: Template parsing error: Can't call method SubValue on an undefined value at template line 9. Now, to see what it thinks it means... John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc.Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. http://www.pace.com Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
On 18/08/10 15:58, John Beranek wrote: On 18/08/10 15:37, Kevin Falcone wrote: On Wed, Aug 18, 2010 at 03:23:28PM +0100, John Beranek wrote: We've just upgraded our RT installation from 3.8.1 to 3.8.8 and it mostly went very seamlessly. However, since making the new version live I've noticed that one of our global Scrips has stopped working. What happens when you use $RT::Logger-warn to track the Type and Status? My guess is that the Type is not what you expect. Hmm, that doesn't show anything as such (after I get the logging syntax right)...but I know can see that an error in the log does appear to be associated with this Scrip: [Wed Aug 18 14:55:25 2010] [warning]: *** Type: Take Status: new ((eval 5574):1) [Wed Aug 18 14:55:25 2010] [error]: Template parsing error: Can't call method SubValue on an undefined value at template line 9. OK this second error is actually a red herring, caused by another Scrip I had created to investigate this problem. What _does_ fix it is to change the Action to 'User Defined' with the code: $self-TicketObj-Open(); So, the problem seems to be with the Open Tickets action... John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc.Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. http://www.pace.com Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
On 18/08/10 17:21, Kevin Falcone wrote: On Wed, Aug 18, 2010 at 05:10:42PM +0100, John Beranek wrote: [snip] Looking into this further, in lib/RT/Acton/AutoOpen.pm, in the 'prepare' function, $self-TransactionObj-IsInbound is coming out as a positive integer, so the 'prepare' function is returning 'undef' and the action isn't being performed. This implies that the person taking the ticket is also a Requestor, possibly because you're creating test tickets. Ah, you're spot on! This is some change in the behaviour of RT between 3.8.1 and 3.8.8 that has caught us unawares. Reading into this a bit more, it looks like the 'Open Tickets' action was written with a very specific purpose in mind, to re-open tickets if the requester sends further email. We were not using the action for this purpose. Check the logic again, it says If the ticket is the new and this transaction was from the Requestor, don't change it to open Well, I don't quite understand the logic, because I don't understand the significance of $self-TransactionObj-IsInbound. So, I guess the appropriate final solution is indeed to use custom action code in the Scrip. If you goal is to always change the status to open with no restrictions, then yes, one line of custom action is the correct solution. Yes, I don't really think we want the additional logic in AutoOpen at all. Many thanks for your help. Cheers, John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc.Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. http://www.pace.com Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Scrip action oddity (Was: Scrip failure following 3.8.1 - 3.8.8 upgrade)
On 18/08/10 17:38, John Beranek wrote: On 18/08/10 17:21, Kevin Falcone wrote: [snip[ If you goal is to always change the status to open with no restrictions, then yes, one line of custom action is the correct solution. Yes, I don't really think we want the additional logic in AutoOpen at all. Many thanks for your help. It's probably worth saying, for the record, that this was nothing to do with our upgrade from 3.8.1 to 3.8.8. It was merely me seeing some odd behaviour while testing after the upgrade and making the assumption that the upgrade broke something. :/ John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc.Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. http://www.pace.com Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
On 18/08/10 17:42, Kevin Falcone wrote: On Wed, Aug 18, 2010 at 05:38:53PM +0100, John Beranek wrote: On 18/08/10 17:21, Kevin Falcone wrote: On Wed, Aug 18, 2010 at 05:10:42PM +0100, John Beranek wrote: This is some change in the behaviour of RT between 3.8.1 and 3.8.8 that has caught us unawares. Reading into this a bit more, it looks like the 'Open Tickets' action was written with a very specific purpose in mind, to re-open tickets if the requester sends further email. We were not using the action for this purpose. Check the logic again, it says If the ticket is the new and this transaction was from the Requestor, don't change it to open Well, I don't quite understand the logic, because I don't understand the significance of $self-TransactionObj-IsInbound. I know your problem is solved at this point, but if you want to understand more, Transaction_Overlay.pm contains documentation for that method. Ah, that plus the RT::Action::AutoOpen POD does seem to just about cover the documentation angle, indeed. John. -- John Beranek, Senior Software Engineer, Engineering Tools Group Pace plc.Tel: +44 1274 538356 Victoria Road, Saltaire, Shipley Fax: +44 1274 538056 West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/ [Pace plc is registered in England and Wales #1672847] This E-mail and any attachments hereto are strictly confidential and intended solely for the addressee. If you are not the intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this E-mail or attachments to any third party without the prior consent of the sender. Pace plc is registered in England and Wales (Company no. 1672847) and our Registered Office is at Victoria Road, Saltaire, West Yorkshire, BD18 3LF, UK. Tel +44 (0) 1274 532000 Fax +44 (0) 1274 532010. http://www.pace.com Save where otherwise agreed in writing between you and Pace (i) all orders for goods and/or services placed by you are made pursuant to Pace's standard terms and conditions of sale which may have been provided to you, or in any event are available at http://www.pace.com/uktcsale.pdf (ii) all orders for goods and/or services placed by Pace are subject to Pace's standard terms and conditions of purchase which may have been provided to you, or in any event are available at http://www.pace.com/uktcpurch.pdf. All other inconsistent terms in any other documentation including without limitation any purchase order, reschedule instruction, order acknowledgement, delivery note or invoice are hereby excluded. This message has been scanned for viruses by BlackSpider MailControl - www.blackspider.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
