[Solved] Why does OTRS reset TicketFreeText6 here?

[shostakovich]

Hi,

this makes me crazy. I've got an event module "SetInfoQueue" which runs on Type- and QueueUpdate. What it does is, if TicketFreeText6 matches certain conditions, it has to set TicketFreeText6 to the Queuename.

Old value of TicketFreeText6 is "8. Organisatorische Queues::Posteingang". OK, now I change the queue to "1. Applikationen::Test", and this is what happens:

[History]

Misc Executing SetInfoQueue.pm.
Misc SetInfoQueue.pm: Entering IF...
TicketFreeTextUpdate Aktualisiert: FreeKey6=Info-Queue;FreeText6=1. Applikationen::Test;
Misc SetInfoQueue.pm: ENDIF and out...
TicketFreeTextUpdate Aktualisiert: FreeKey6=Info-Queue;FreeText6=8. Organisatorische Queues::Posteingang; ???? WUT?

Code: Select all

[code]    # get ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{Data}->{TicketID} );

    $Self->{TicketObject}->HistoryAdd(
       TicketID     => $Param{Data}->{TicketID},
       CreateUserID => $Param{UserID},
       HistoryType  => 'Misc',
       Name         => 'Executing SetInfoQueue.pm.',
    );

    if ($Ticket{TicketFreeText6} !~ /.* (Applikationen|Infrastruktur)::/) {
       $Self->{TicketObject}->HistoryAdd(
          TicketID     => $Param{Data}->{TicketID},
          CreateUserID => $Param{UserID},
          HistoryType  => 'Misc',
          Name         => 'SetInfoQueue.pm: Entering IF...',
       );
       $Self->{TicketObject}->TicketFreeTextSet(
          TicketID => $Param{TicketID},
          UserID   => $Param{UserID},
          Key      => 'Info-Queue',
          Value    => $Ticket{Queue},
          Counter  => 6,
        );
       $Self->{TicketObject}->HistoryAdd(
          TicketID     => $Param{Data}->{TicketID},
          CreateUserID => $Param{UserID},
          HistoryType  => 'Misc',
          Name         => 'SetInfoQueue.pm: ENDIF and out...',
       );
    }
   return 1;
}

1;

So in the history we see, it performs the HistoryAdd and also sets ticketfreetext6, but why in gods name does OTRS immediately reset TicketFreeText6 to the old value? Do you have an idea about which process could trigger this? It definitely happens after my code is successfully applied.

TIA
Michael

[crythias]

It'd be a ticketEvent, perhaps, and likely related (?) to ITSM?

[shostakovich]

Thanks for your help. Ooops, I forgot - a few days ago I added the code to NotificationEvent.pm in the Custom branch. Solved.