<div>I just want to merge new tickets with existing tickets with matching subject line. </div>
<div> </div>
<div>I have been provided with the script below. But getting errors on this line cause the Custom field is not present. </div>
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<div>error $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=', VALUE => $oa);</div>
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<div>I need to get the ID of the existing ticket and merge the new ticket with this ID. </div>
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<div>The scrip also has $RT::Logger->debug but I can not see anything on /opt/rt3/var/log/rt.log. I only see errors on /var/log/messages </div>
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<div>I already add on /opt/rt3/etc/RT_SiteConfig.pm</div>
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<div>Set($LogToFileNamed , "rt.log");<br>Set($LogToFile , 'debug');</div>
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<div>and set permissions for the file: </div>
<div>touch /opt/rt3/var/log/rt.log<br>chown apache:apache /opt/rt3/var/log/rt.log<br></div>
<div>Viewing the debug logs will surely help. </div>
<div> </div>
<div>Thanks for all the help </div>
<div>Roehl</div>
<div> </div>
<div># from <a href="http://archives.free.net.ph/message/20040319.180325.27528377.en.html">http://archives.free.net.ph/message/20040319.180325.27528377.en.html</a><br>#<br># If the subject of the ticket matches a pattern suggesting <br>
# that an OA request number is in the subject AND there is <br># an existing ticket is the OAReq queue with a matching <br># status field, (that is not this ticket) <br># merge this ticket into that ticket </div>
<div>my $oa = undef; </div>
<div>my $Transaction = $self->TransactionObj; <br>my $subject = $Transaction->Attachments->First->GetHeader('Subject'); <br>if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {<br>$oa = $1; <br>
$RT::Logger->debug("Found oa: $oa"); <br>} <br>else { return 1; } </div>
<div><br>my $TicketsObj = RT::Tickets->new($RT::SystemUser); <br>$TicketsObj->LimitQueue(VALUE => 'IT');<br>$TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=', VALUE => $oa); </div>
<div>if ($TicketsObj->Count == 0) { return 1; } <br>my $id = undef; <br>while (my $ticket = $TicketsObj->Next) { <br>next if $self->TicketObj->Id == $ticket->Id; <br>$id = $ticket->Id; <br>last; <br>} </div>
<div>$id || return 1; </div>
<div>$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); <br>$self->TicketObj->MergeInto($id); <br>1; </div>
<div> </div>
<div><br><br> </div>
<div class="gmail_quote">On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames <span dir="ltr"><<a href="mailto:rfh@vialtus.com">rfh@vialtus.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">You answered you are own question , yes you are getting the error because you do not have the custom field<br>
Create the custom field and apply it to all queues (unless the scrip below is not a global scrip -- but I doubt that--)<br><br>Can you explain what you are trying to do, maybe we can help you, I am not sure you need to search on custom fields (considering they don't exist to begin with)<br>
<br>Roy<br><br>rmp dmd wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">
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<div></div>
<div class="h5"><br> I changed this<br> $TicketsObj->LimitStatus(VALUE => 'new');<br> $TicketsObj->LimitStatus(VALUE => 'open');<br> to:<br> $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR<br>
=> '=', VALUE => $oa);<br> but I'm getting error<br> Jun 11 22:13:13 data1 RT: Query error in << ( 'CF.' = 'alert' )<br> AND ( 'Queue' = 'IT' ) >>: Unknown field: CF. at<br>
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482] [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641] [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241] [/opt/rt3/lib/RT/Scrip_Overlay.pm:507] [/opt/rt3/lib/RT/Scrips_Overlay.pm:192] [/opt/rt3/lib/RT/Transaction_Overlay.pm:170] [/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720] [/opt/rt3/lib/RT/Interface/Email.pm:765] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)<br>
'm guessing, this is because I do not a CustomField. I attached<br> our RT interface. Anybody kindly help, identify the problem.<br> <br> My RT interface shows some of this information:<br> #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **<br>
*Ticket metadata*<br> The Basics:<br> Id: 2345<br> Status: new<br> Left: 0 min<br> Priority: 60/0<br> Queue: IT<br> Custom Fields:<br> Machine Name: No Value<br> Customer: No Value<br> People:<br>
Owner: Nobody<br></div></div> Requestors: <a href="mailto:rmp.dmd1229@gmail.com" target="_blank">rmp.dmd1229@gmail.com</a> <mailto:<a href="mailto:rmp.dmd1229@gmail.com" target="_blank">rmp.dmd1229@gmail.com</a>>
<div class="im"><br> <br> Thanks!<br> Roehl<br><br> <br><br> On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <<a href="mailto:rmp.dmd1229@gmail.com" target="_blank">rmp.dmd1229@gmail.com</a><br></div>
<div>
<div></div>
<div class="h5"> <mailto:<a href="mailto:rmp.dmd1229@gmail.com" target="_blank">rmp.dmd1229@gmail.com</a>>> wrote:<br><br> Thank you very much Raed.<br> This problem explains while I merging the newly created<br>
tickets to a ticket with status 'new' on the top of the list.<br> I need to merge new ticket to an existing ticket with subject<br> matching ** PROBLEM - any words - CRITICAL ** .<br> 1st request, this is a match: #2316: ** PROBLEM alert - Echo<br>
PC02/check_usa is CRITICAL **<br> 2nd request, this is a match: #2317: ** PROBLEM alert - Echo<br> PC02/check_usa is CRITICAL ** The existing ticket has an ID: 2312 with Subject: ** PROBLEM<br>
alert - Echo PC02/check_usa is CRITICAL ** I will merge ticket 2316 and 2317 with 2312.<br> Somehow this merge to a ticket DRP with ID 720. This is<br> ticket is on the top of IT queue list<br>
223 Centralize Sever login open IT<br> 668 test on Saturn open IT<br> 720 DRP new IT<br> 745 Backup - all corporate open IT<br> 873 Image Ken Gen open IT<br>
1135 DSS-3 tapes new IT<br> Below is the script. I hope somebody can help.<br> Thanks!<br> Roehl<br> my $oa = undef;<br> my $Transaction = $self->TransactionObj;<br>
my $subject =<br> $Transaction->Attachments->First->GetHeader('Subject');<br> if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {<br> $oa = $1;<br> #$RT::Logger->debug("Found oa: $oa");<br>
}<br> else { return 1; }<br><br> my $TicketsObj = RT::Tickets->new($RT::SystemUser);<br> $TicketsObj->LimitQueue(VALUE => 'IT');<br> $TicketsObj->LimitStatus(VALUE => 'new');<br>
$TicketsObj->LimitStatus(VALUE => 'open');<br> if ($TicketsObj->Count == 0) { return 1; }<br> my $id = undef;<br> while (my $ticket = $TicketsObj->Next) {<br> next if $self->TicketObj->Id == $ticket->Id;<br>
$id = $ticket->Id;<br> last;<br> }<br> $id || return 1;<br> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id .<br> " into $id because of OA number match.");<br>
$self->TicketObj->MergeInto($id);<br> 1;<br><br><br><br></div></div></blockquote></blockquote></div><br>