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<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'>Morning
Ken:<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'>Try
this :<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'>Change
<o:p></o:p></span></p>
<p class=MsoNormal>my $message =
$ticket->Transactions->First->Content;<br>
<span style='font-family:"Calibri","sans-serif";color:#1F497D'>to<o:p></o:p></span></p>
<p class=MsoNormal>my $message = $self->TransactionObj->Content() ; #and
remove my $trans line –you don’t need it<o:p></o:p></p>
<p class=MsoNormal>or <o:p></o:p></p>
<p class=MsoNormal>my $message = $trans->Content() ; #keeping my
$trans line<span style='font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'>Regards;<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'>Roy<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth
Crocker<br>
<b>Sent:</b> 11 October 2010 17:44<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] Help with "Correspond" condition<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'>Raed,<br>
<br>
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.<br>
Well, anyway, here's the code:<br>
<br>
# Setup initial values<br>
<br>
my $trans = $self->TransactionObj;<br>
my $ticket = $self->TicketObj;<br>
my $cf_obj = RT::CustomField->new($RT::SystemUser);<br>
my $cf_name = "Description";<br>
my $cf_value = "Didn't work";<br>
my $message = $ticket->Transactions->First->Content;<br>
my $passed = 0;<br>
my $content;<br>
my $line;<br>
<br>
# split up lines in content by line break<br>
<br>
my @lines = split("\n", $message);<br>
<br>
# walk thru @lines and find the description<br>
<br>
foreach $line (@lines)<br>
{<br>
if ($passed == 1)<br>
{<br>
if ($content =~
m/^\n$/)<br>
{<br>
$content = $content.$line;<br>
}<br>
else<br>
{<br>
$content = $content."\n".$line;<br>
}<br>
}<br>
if ($line =~ m/^Description of Issue:/)<br>
{<br>
$line =~ s/Description
of Issue://;<br>
$content =
$content."\n".$line;<br>
$passed = 1;<br>
}<br>
}<br>
<br>
$cf_value = $content;<br>
<br>
# set the value for CF Description<br>
<br>
$cf_obj->LoadByName( Name => $cf_name );<br>
$RT::Logger->debug( "Loaded \$cf_obj->Name = ".
$cf_obj->Name() ."\n" );<br>
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );<br>
<br>
return 1;<br>
<br>
Thanks for your help.<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
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<p class=MsoNormal>On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames <<a
href="mailto:Raed.El-Hames@vialtus.com">Raed.El-Hames@vialtus.com</a>>
wrote:<o:p></o:p></p>
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<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'>Ken:</span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'>Can you post the code that you cut and pasted to get a
better idea of the problem.</span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'>Also something that I always fall into , is writing my
action code in “</span><span style='font-size:7.5pt;color:black'>Custom
action cleanup code:” </span><span style='color:#1F497D'>and
forgetting about and leaving</span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:7.5pt;color:black'>“Custom action preparation
code:” </span><span style='color:#1F497D'>completely empty, you
will need </span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'>return true ; </span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'>there.</span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'>Roy</span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='color:#1F497D'> </span><o:p></o:p></p>
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<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span
lang=EN-US style='font-size:10.0pt'>From:</span></b><span lang=EN-US
style='font-size:10.0pt'> <a
href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>
[mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com"
target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kenneth
Crocker<br>
<b>Sent:</b> 08 October 2010 17:25<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> [rt-users] Help with "Correspond" condition</span><o:p></o:p></p>
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<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>To
List,<br>
<br>
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.<br>
<br>
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.<br>
<br>
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"?<br>
<br>
My error messages (which don't make sense since I am user 146 and am a
SuperUser) are below:<br>
<br>
[Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)<br>
[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)<br>
<br>
<br>
Can anyone help me on this? I just need to get the condition right.<br>
<br>
Thanks.<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
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<p class=MsoNormal><o:p> </o:p></p>
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