Bug #124019 for RT-Extension-CustomFieldsOnUpdate: Recipients checkboxes being reset on Custom Field change

Fri Jan 05 08:00:28 2018 SJC [...] qvii.com - Ticket created

Subject:	Recipients checkboxes being reset on Custom Field change
Date:	Fri, 5 Jan 2018 12:54:20 +0000
To:	"bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org" <bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org>
From:	"Cena, Stephen (ext. 300)" <SJC [...] qvii.com>

With RT 4.4.2, we're seeing this plugin cause the "All Recipients" checkbox get cleared when we change a custom field on the ticket. It's sporadic when it happens, but it's causing responses to get dropped to users. Can you verify this? Stephen Cena Operational IT Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.com<mailto:hd-general@qvii.com> To report email issues: postmaster@qvii.com<mailto:postmaster@qvii.com>

Fri Jan 05 08:16:44 2018 SJC [...] qvii.com - Correspondence added

Subject:	[rt.cpan.org #124019] AutoReply: Recipients checkboxes being reset on Custom Field change
Date:	Fri, 5 Jan 2018 13:16:31 +0000
To:	"bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org" <bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org>
From:	"Cena, Stephen (ext. 300)" <SJC [...] qvii.com>

I just reproduced the bug. In RT 4.4.2, I've written a reply to the user and changed our "ticket status" using your plug in. The "All Recipients" checkbox was immediately cleared. Stephen Cena Operational IT Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.com To report email issues: postmaster@qvii.com

Fri Jan 05 09:35:02 2018 sunnavy [...] gmail.com - Correspondence added

Hi Stephen I assume "ticket status" is one of your custom fields? Could you make a screenshot of the reply page that has this issue? Regards sunnavy On Fri Jan 05 08:16:44 2018, SJC@qvii.com wrote: Show quoted text

> I just reproduced the bug. > > In RT 4.4.2, I've written a reply to the user and changed our "ticket > status" using your plug in. The "All Recipients" checkbox was > immediately cleared. > > Stephen Cena > Operational IT Administrator > Quality Vision International, Inc. > Phone: (585) 544-0450 x300 > To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd- > general@qvii.com > To report email issues: postmaster@qvii.com >

Fri Jan 05 09:35:02 2018 The RT System itself - Status changed from 'new' to 'open'

Fri Jan 05 13:35:24 2018 SJC [...] qvii.com - Correspondence added

Subject:	RE: [rt.cpan.org #124019] Recipients checkboxes being reset on Custom Field change
Date:	Fri, 5 Jan 2018 18:34:53 +0000
To:	"bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org" <bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org>
From:	"Cena, Stephen (ext. 300)" <SJC [...] qvii.com>

Certainly. It's taken me a minute to work out what it takes to trigger it, but I know now. I'll attach the two screenshots I have. Please note, certain details will be redacted for privacy. The "Default ticket" image is what we see for almost all tickets. If I change any Custom Fields to the right; nothing happens. However; If I enter text into the Reply field and THEN change a Custom Field, you see the results in "Ticket Changed". Stephen Cena Operational IT Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.com To report email issues: postmaster@qvii.com

Download Default ticket.png
image/png 51.7k

Message body is not shown because sender requested not to inline it.

Download Ticket Changed.png
image/png 45.5k

Message body is not shown because sender requested not to inline it.

Sat Jan 06 02:46:30 2018 sunnavy [...] gmail.com - Correspondence added

Thanks. As you also mentioned that it was "sporadic" in your first message, I believe I found the reason: 1. "enter text into the Reply field" When content is changed, RT tries to refresh section "Scrips and Recipients" with an ajax call. 2. change a Custom Field This causes RT to make another similar refresh ajax call, but if the previous ajax call hasn't finished yet, the checkboxes' ticked values won't be submitted to RT(which I believe is a bug of RT) Thus, when the second ajax call is finished, the checkboxes' states get lost. This is not related to the extension, and I'll issue an RT ticket for the bug underlying. For now, to get around this bug, you can change fields a bit slower, i.e. don't change another field until the section "Scrips and Recipients" is refreshed successfully. Regards sunnavy On Fri Jan 05 13:35:24 2018, SJC@qvii.com wrote: Show quoted text

> Certainly. It's taken me a minute to work out what it takes to trigger > it, but I know now. I'll attach the two screenshots I have. Please > note, certain details will be redacted for privacy. > > The "Default ticket" image is what we see for almost all tickets. If I > change any Custom Fields to the right; nothing happens. > > However; If I enter text into the Reply field and THEN change a Custom > Field, you see the results in "Ticket Changed". > > Stephen Cena > Operational IT Administrator > Quality Vision International, Inc. > Phone: (585) 544-0450 x300 > To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd- > general@qvii.com > To report email issues: postmaster@qvii.com

Mon Jan 08 07:43:56 2018 SJC [...] qvii.com - Correspondence added

Subject:	RE: [rt.cpan.org #124019] Recipients checkboxes being reset on Custom Field change
Date:	Mon, 8 Jan 2018 12:29:49 +0000
To:	"bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org" <bug-RT-Extension-CustomFieldsOnUpdate [...] rt.cpan.org>
From:	"Cena, Stephen (ext. 300)" <SJC [...] qvii.com>

Thank you :) I wasn't sure what was responsible. Hopefully we can get a fix soon. I've notified all affected users & we're aware of the work around. Stephen Cena Operational IT Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.com To report email issues: postmaster@qvii.com

Mon Jan 08 18:23:48 2018 sunnavy [...] gmail.com - Status changed from 'open' to 'resolved'

Wed Jan 10 08:35:29 2018 BPS [...] cpan.org - Correspondence added

On Mon Jan 08 07:43:56 2018, SJC@qvii.com wrote: Show quoted text

> Thank you :) I wasn't sure what was responsible. Hopefully we can get > a fix soon. I've notified all affected users & we're aware of the work > around. >

This bug is addressed in this commit: https://github.com/bestpractical/rt/commit/db6ef53164cc03d9e696f21664da0c092617b4bd