[rt-users] Autoreply Template Error
I’ve created a custom autoreply but seem to be getting an error in the logs
when a ticket is created. No autoreply message is being sent.
From the logs, I’ve worked out that this section of the template is causing
problems:
===
Your ticket has been given a {$Ticket-Priority 40 ? Low priority. There is
no fixed response time for this priority, but we will respond as time allows :
$Transaction-Priority 80 ? Medium priority. We will respond by the end of
the next working day : $Transaction-Priority 100 ? High priority. We will
respond within 6 working hours : Critical priority. We will respond within 2
working hours}. If you require a response before that time, please call the
Maintenance Support number.
===
The error I am getting is:
===
Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority
Unimplemented in Text::Template::GEN13. (template line 10) Stack:
[/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
[template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312]
[/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155]
[/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66]
[/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
[/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
[/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/bin/../lib/RT/Record.pm:1457]
[/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042]
[/opt/rt3/share/html/Ticket/Display.html:117]
[/opt/rt3/share/html/Ticket/Create.html:419]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:320]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op
===
I have another scrip / template that sends out a message when the priority is
changed and it works okay, although that template uses $Ticket-OldValue and
$Ticket-NewValue as opposed to $Ticket-Priority.
If I understand it correctly, the priority isn’t implemted when a new ticket is
created? Can anybody shed any light on why this is happening and how to resolve
it?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for
2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk http://www.blueivy.co.uk
image001.jpg
Re: [rt-users] Autoreply Template Error
Hi,
You have $Transaction-Priority when it should be $Ticket-Priority.
Regards, Ruslan. From phone.
2010 10 27 12:45 пользователь Paul Broadwith paul.broadw...@blueivy.co.uk
написал:
I’ve created a custom autoreply but seem to be getting an error in the
logs when a ticket is created. No autoreply message is being sent.
From the logs, I’ve worked out that this section of the template is
causing problems:
===
Your ticket has been given a {$Ticket-Priority 40 ? Low priority.
There is no fixed response time for this priority, but we will respond as
time allows : $Transaction-Priority 80 ? Medium priority. We will
respond by the end of the next working day : $Transaction-Priority 100 ?
High priority. We will respond within 6 working hours : Critical
priority. We will respond within 2 working hours}. If you require a
response before that time, please call the Maintenance Support number.
===
The error I am getting is:
===
Oct 26 10:36:57 helpdesk RT: Template parsing error:
RT::Transaction::Priority Unimplemented in Text::Template::GEN13. (template
line 10) Stack:
[/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
[template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312]
[/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155]
[/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66]
[/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
[/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
[/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/bin/../lib/RT/Record.pm:1457]
[/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042]
[/opt/rt3/share/html/Ticket/Display.html:117]
[/opt/rt3/share/html/Ticket/Create.html:419]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:320]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op
===
I have another scrip / template that sends out a message when the priority
is changed and it works okay, although that template uses $Ticket-OldValue
and $Ticket-NewValue as opposed to $Ticket-Priority.
If I understand it correctly, the priority isn’t implemted when a new
ticket is created? Can anybody shed any light on why this is happening and
how to resolve it?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk http://www.blueivy.co.uk
[rt-users] schema change/warning in upgrade to RT3.8.8
I *finally* got around to upgrading RT 3.6.7 to 3.8.8 today. Everything went smoothly except for one minor hiccup. The database schema upgrade for 3.8.3 failed with the following: [Wed Oct 27 13:06:01 2010] [crit]: DBD::Pg::st execute failed: ERROR: relation groupmembers1 already exists at /usr/local/lib/perl5/site_perl/5.10.1/RT/Handle.pm line 506. (/usr/local/lib/perl5/site_perl/5.10.1/RT.pm:384) DBD::Pg::st execute failed: ERROR: relation groupmembers1 already exists at /usr/local/lib/perl5/site_perl/5.10.1/RT/Handle.pm line 506. I'm not sure if I manually added an index of that name at some point, but the index I had under that name prior was CREATE INDEX groupmembers1 ON groupmembers USING btree (groupid); However, the rt 3.8.3 upgrade wants to create CREATE UNIQUE INDEX GroupMembers1 ON GroupMembers(GroupId, MemberId); Not a big deal, *but* there is non-unique data in that table already. For now I just made that a non-unique index, but I'd rather bring my schema inline with the official one. Any recommendations on how to fix? It is hard to trace the schema relations since there are not FK's defined, so I'm not sure how to update the group id references or if I need to. Also, is this table supposed to be really huge? I have over 700k tuples in it! Thanks!
[rt-users] Couldn't create a ticket group of type 'Requestor'
Re: rt-users@lists.bestpractical.com Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks!
[rt-users] another useful index
After our upgrade to 3.8.8 today, I spent some time to figure out why some things are still slow. Of particular note it was really really slow to reply to a specific correspondence on a ticket with lots of attachments. I noticed that RT was just spending all of that time waiting on this query: SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '1429741') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC On my attachments table with 1.2 million rows, this is doing a sequence scan. I added an index on the Parent field, and now it is nearly instant, and normal page loads seem to be a bit faster as well.
Re: [rt-users] Couldn't create a ticket group of type 'Requestor'
Fadel, You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the DataBase? There are instructions on this in the README for the upgrade. Kenn LBNL On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine fadel.kamredd...@biond.net wrote: Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks!
