Re: [rt-users] Help with "Correspond" condition

Raed El-Hames Tue, 12 Oct 2010 02:16:29 -0700

Morning Ken:

Try this :
Change
my $message = $ticket->Transactions->First->Content;
to
my $message = $self->TransactionObj->Content() ; #and remove my $trans line 
-you don't need it
or
my $message = $trans->Content() ;  #keeping my $trans line

Regards;
Roy

From: [email protected] 
[mailto:[email protected]] On Behalf Of Kenneth Crocker
Sent: 11 October 2010 17:44
To: [email protected]
Subject: Re: [rt-users] Help with "Correspond" condition

Raed,

Thanks for responding. Yse, I do have a "return 1; in the Custom PRep area. 
Actually, I have tried getting this to work with the code in one or the other 
Custom Action areas. As an explanation of the context, I have not been able to 
get CommanByMail to update a Custom Field defined as either "text" or 
"Wikitext" if the content is over 76 or so characters. Apparantly, bith Gmail 
and Thunderbird and perhaps others email providers embed a line break character 
after that many characters and that causes a "line Break" in CBM and I end up 
with only partial updates. So, being the stubborn person I am, I got a perl guy 
to write some code I could put into a scrip that would examine the content of 
an email, look for a define delimiter (like "Description of Issue:") in the 
content and put everything after that delimiter into the Custom Field. Make 
sense? It did to me. In fact, it works perfectly when I set the condition to a 
Type = "Create" and message header = "received". But on a Correspond (meaning 
an update email as opposed to a create), it just doesn't seem to see the email 
at all. Nothing. Nada.
Well, anyway, here's the code:

# Setup initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Description";
my $cf_value = "Didn't work";
my $message = $ticket->Transactions->First->Content;
my $passed = 0;
my $content;
my $line;

# split up lines in content by line break

my @lines = split("\n", $message);

# walk thru @lines and find the description

foreach $line (@lines)
    {
     if  ($passed == 1)
         {
          if  ($content =~ m/^\n$/)
              {
               $content = $content.$line;
              }
          else
              {
               $content = $content."\n".$line;
              }
         }
     if  ($line =~ m/^Description of Issue:/)
         {
          $line =~ s/Description of Issue://;
          $content = $content."\n".$line;
          $passed = 1;
         }
    }

$cf_value = $content;

# set the value for CF Description

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0 );

return 1;

Thanks for your help.

Kenn
LBNL
On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames 
<[email protected]<mailto:[email protected]>> wrote:
Ken:

Can you post the code that you cut and pasted to get a better idea of the 
problem.
Also something that I always fall into , is writing my action code in "Custom 
action cleanup code:"  and forgetting about and leaving
"Custom action preparation code:"  completely empty, you will need
return true ;
there.

Roy

From: 
[email protected]<mailto:[email protected]>

[mailto:[email protected]<mailto:[email protected]>]
 On Behalf Of Kenneth Crocker
Sent: 08 October 2010 17:25
To: [email protected]<mailto:[email protected]>
Subject: [rt-users] Help with "Correspond" condition

To List,

I have some code that strips information out of the content and sticks it into 
a Custom Field. IT works great when I trigger it with an condition set for 
email create tickets. Every time, it works with no problem.

However, when I set the condition for "On Correspond" it does nothing. I want 
to be able to update that Custom FIeld the same way I create it initially and I 
figured "On Correspond" was the right condition. Apparently not.

I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So why 
doesn't the same code (I copied and pasted) that works for a "Create" not work 
for "On Correspond"?

My error messages (which don't make sense since I am user 146 and am a 
SuperUser) are below:

[Fri Oct  8 16:07:44 2010] [warning]: Couldn't enable user 146 
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Fri Oct  8 16:12:51 2010] [error]: Group::HasMember was called with an 
argument that isn't an RT::Principal or id. It's (undefined) 
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)

Can anyone help me on this? I just need to get the condition right.

Thanks.

Kenn
LBNL

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] Help with "Correspond" condition

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