Notification event on updating title is triggered, but title ist NOT really updated

An easy, extensible web based IT service management platform

Brought to you by: abdelh, accognet, axbost, azana38, and 18 others

Notification event on updating title is triggered, but title ist NOT really updated

Forum: Customizing iTop

Creator: Zwettler

Created: 2022-10-14

Updated: 2022-11-30

Zwettler - 2022-10-14

Hi together,
i have a little problem with a trigger and an e-mail-notifiactation

the configuration is as follows: the trigger listens on "update to the field title in a user request" the a e-mail-notification should be sent.

the issue: the event is triggered, although no change was made to the subject/title.

here i post the content of the field title! The title field was not changed during the request, but the trigger was fired nonetheless

title on creation of ticket

Lagerbestandview aus Integra für Leitstand Ontego z.H. ChSi

title when i top triggered 'a update of title'

Lagerbestandview aus Integra für Leitstand Ontego z.H. ChSi

title as it is by now

Lagerbestandview aus Integra für Leitstand Ontego z.H. ChSi

I'm sure, there are NO blanks at the beginning or end of the text

Question: Has anyone an idea, why iTop triggers the event 'update on title', even there are no changes made to the field?

kind regards,
g.huber

itop_trigger_config.jpg
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:

Jeffrey Bostoen - 2022-10-14

Can you see any changes in the "history" tab?
You have confirmed it's indeed this which triggered the notification; and not a different trigger?

If you would like to refer to this comment somewhere else in this project, copy and paste the following link:

Zwettler - 2022-10-14

Hi Jeffrey, thanks for your answer. Where can i find the HISTORY Tab. Is it part of the UserRequest? Sorry i can not find the mentioned tab

If you would like to refer to this comment somewhere else in this project, copy and paste the following link:

Zwettler - 2022-10-14

i found it out, the history is to find in the "activity" in the right sidebar of the request. There i can see: Title set to .... but the title is the same, there are also no html special characters, as i analysed in the debugger of the browser.

Title set to Lagerbestandview aus Integra für Leitstand Ontego z.H. ChSi (previous value: Lagerbestandview aus Integra für Leitstand Ontego z.H. ChSi)

itop_activity.jpg
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:

Zwettler - 2022-10-14

do you know where the 'activity log' is stored in the database?

If you would like to refer to this comment somewhere else in this project, copy and paste the following link:

Pierre Goiffon - 2022-11-30

Hello,
Object history are saved in CMDBChange and CMDBChangeOp objects. You can query them using OQL, or check the corresponding tables in the DB directly.
If an history entry is set for the title then iTop did indeed detect a change... Check the previous value in the history object ?

If you would like to refer to this comment somewhere else in this project, copy and paste the following link:

Log in to post a comment.