Re: [rt-users] Help with Correspond condition
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: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 11 October 2010 17:44
To: rt-users@lists.bestpractical.com
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
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com 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:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com]
On Behalf Of Kenneth Crocker
Sent: 08 October 2010 17:25
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
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
Raed,
Yep. That was it. Thank you so much. I owe you a beer!
Kenn
LBNL
On Tue, Oct 12, 2010 at 9:10 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Raed,
GEEZ! I'll bet that's it. I'll give it a try today.
Thanks.
Kenn
LBNL
On Tue, Oct 12, 2010 at 2:15 AM, Raed El-Hames
raed.el-ha...@vialtus.comwrote:
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:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 11 October 2010 17:44
*To:* rt-users@lists.bestpractical.com
*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 raed.el-ha...@vialtus.com
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:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 08 October 2010 17:25
*To:* rt-users@lists.bestpractical.com
*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
Re: [rt-users] Help with Correspond condition
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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 08 October 2010 17:25 To: rt-users@lists.bestpractical.com 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
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 raed.el-ha...@vialtus.comwrote:
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:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 08 October 2010 17:25
*To:* rt-users@lists.bestpractical.com
*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!
[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!
