Re: [rt-users] Using RT::Template with MIMEObj to create a new ticket using ->Create()
On 14 September 2013 13:19, Ruslan Zakirov wrote: > I don't understand your problem here. You have an incident and want to > create an investigation with a scrip using a template. Templates are used > here so you don't have to change code every time you to change a word or > add a new particular text for such investigations. > > Here what you do: > > 1) scrip is executed when something happens with an Incident, so > $self->TicketObj is an Incident > 2) You take Incident's props and use them to generate template name > 3) You load template and Parse it, providing as much context as possible > to the template > > Here is fun part - RT doesn't care what you pass into template. You can > probably even skip all arguments and if your template is capable to work > without arguments then it will work. > > 4) Template can have code embedded, so it can use provided context (in > your case Incident) to fill in dynamic details. > 5) Template should not change anything, but format some result > 6) After parsing you get MIMEObj based on existing Incident, IRs, watchers > of these tickets, CFs, transactions... > 7) You complete this MIMEObj with additional data and these actions can be > controlled from templates, for example whether IRs's replies should be > attached to the Investigation or not can be controlled by 'RTIR-Attach-IRs: > yes' header (this is exactly what RT does in notification scrips) > 8) Once MIMEObj is complete you create your investigation ticket > Thank you very much for this breakdown of the process. I've re-worked things and I'm relying on the Scrip for the Investigations queue that applies the template to apply it now. I was trying to do it before hand thinking that the Scrips would not fire when creating the ticket using a Scrip/Action module. Nevertheless it does and a lot of things were cleaned up and made much easier than I thought they'd be. Thanks again -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932 -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Using RT::Template with MIMEObj to create a new ticket using ->Create()
On Sat, Sep 14, 2013 at 11:58 PM, Landon Stewart wrote: > On 14 September 2013 00:19, Ruslan Zakirov wrote: > >> You should go other way around. After calling $template->Parse you call >> $template->MIMEObj and get MIME::Entity representing result of the >> template. You then can update this entity with attachments, more headers >> and so on. >> > > Hi Ruslan, > > Thanks for your reply. I've just tried this but now I'm wondering where I > get the TicketObj and TransactionObj arguments for $template->Parse. If I > use the Incident's TicketObj and TransactionObj it actually modifies the > Incident's subject. > > I cannot put the $new_ticket->Create(…) before the $template->Parse > because RT::Ticket->Create requires a MIMEObj produced by $template->Parse > in $template->MIMEObj. It's a chicken vs. egg issue here I think. I must > be missing something but I don't know what. I also tried putting the "my > $new_ticket = RT::Ticket->new($RT::SystemUser)" above the template but > leave the Create below but I'm still left with no TransactionObj to use > because it's generated by RT::Ticket->Create(…). > I don't understand your problem here. You have an incident and want to create an investigation with a scrip using a template. Templates are used here so you don't have to change code every time you to change a word or add a new particular text for such investigations. Here what you do: 1) scrip is executed when something happens with an Incident, so $self->TicketObj is an Incident 2) You take Incident's props and use them to generate template name 3) You load template and Parse it, providing as much context as possible to the template Here is fun part - RT doesn't care what you pass into template. You can probably even skip all arguments and if your template is capable to work without arguments then it will work. 4) Template can have code embedded, so it can use provided context (in your case Incident) to fill in dynamic details. 5) Template should not change anything, but format some result 6) After parsing you get MIMEObj based on existing Incident, IRs, watchers of these tickets, CFs, transactions... 7) You complete this MIMEObj with additional data and these actions can be controlled from templates, for example whether IRs's replies should be attached to the Investigation or not can be controlled by 'RTIR-Attach-IRs: yes' header (this is exactly what RT does in notification scrips) 8) Once MIMEObj is complete you create your investigation ticket I don't see any chicken&egg problem here. Do you? > I've pasted a new version of my code at http://pastebin.com/UvnUC221. > This version modifies the subject of the Incident ($self). > > -- > Landon Stewart :: lstew...@iweb.com > Lead Specialist, Abuse and Security Management > Spécialiste principal, gestion des abus et sécurité > http://iweb.com :: +1 (888) 909-4932 > > > -- Best regards, Ruslan. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Using RT::Template with MIMEObj to create a new ticket using ->Create()
On 14 September 2013 00:19, Ruslan Zakirov wrote: > You should go other way around. After calling $template->Parse you call > $template->MIMEObj and get MIME::Entity representing result of the > template. You then can update this entity with attachments, more headers > and so on. > Hi Ruslan, Thanks for your reply. I've just tried this but now I'm wondering where I get the TicketObj and TransactionObj arguments for $template->Parse. If I use the Incident's TicketObj and TransactionObj it actually modifies the Incident's subject. I cannot put the $new_ticket->Create(…) before the $template->Parse because RT::Ticket->Create requires a MIMEObj produced by $template->Parse in $template->MIMEObj. It's a chicken vs. egg issue here I think. I must be missing something but I don't know what. I also tried putting the "my $new_ticket = RT::Ticket->new($RT::SystemUser)" above the template but leave the Create below but I'm still left with no TransactionObj to use because it's generated by RT::Ticket->Create(…). I've pasted a new version of my code at http://pastebin.com/UvnUC221. This version modifies the subject of the Incident ($self). -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932 -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Using RT::Template with MIMEObj to create a new ticket using ->Create()
On Fri, Sep 13, 2013 at 9:16 PM, Landon Stewart wrote: > This was originally posted to the RTIR list but I'm x-posting it here > because it's not specific to RTIR and I'm still having difficulties. > > I've been unable to figure out how to call an action module from another > action module but instead I've been working on an action module that > basically: > - gets called on an Incident (and uses the create and correspond > transactions to open a new Investigations ticket) > - attaches the Incident Reports linked to that Incident to the > Investigation… > > I have it creating a ticket although I haven't filled in much of the > CustomFields I'll need to I cannot get it to use a template for some > reason. > > Specifically the LoadQueueTemplate() and Parse() a bit of a mystery to me. > > > Example: > $templateObj->LoadQueueTemplate( Queue => "Investigations", Name => > $classification." (en)" ); > my($ret, $msg) = $templateObj->Parse( TicketObj => $new_ticket, > TransactionObj => $self->TransactionObj ); > > I am building a MIME::Entity above this called $MIMEObj including all the > attachments etc but I don't understand how to get Parse() to to "do > something" to the MIMEObj to get the MIME::Entity->build( Data => … ) to > use the template. Also the attachments are coming out in-line in the > message instead of attachments but that's probably because the > "RT-Attach-Message: yes" header is in the template that's not being used if > I'm understanding the use of that header correctly. > You should go other way around. After calling $template->Parse you call $template->MIMEObj and get MIME::Entity representing result of the template. You then can update this entity with attachments, more headers and so on. RT-Attach-Message: yes header is checked by notification scrip, so it should be in notification template, not in template which you use to generate content. > A more full representation of the code is here: > http://pastebin.com/QF2tbZqH > > Thanks to anyone who has an idea of what I'm missing or doing wrong here > and might have some ideas for me. > > -- > Landon Stewart :: lstew...@iweb.com > Lead Specialist, Abuse and Security Management > Spécialiste principal, gestion des abus et sécurité > http://iweb.com :: +1 (888) 909-4932 > > > > > -- > RT Training in New York, October 8th and 9th: > http://bestpractical.com/training > -- Best regards, Ruslan. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
