[rt-users] ExtractCustomFieldValue not working

Mathew Snyder theillien at yahoo.com
Thu May 24 04:33:06 EDT 2007


After finally figuring out why I couldn't get logging to work (I guess I hadn't
actually tried chowning rt.log to apache:apache), I was able to get this:

[Thu May 24 08:30:11 2007] [debug]: load cf Environment
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
[Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40)
[Thu May 24 08:30:11 2007] [debug]: look for cf in Header "Body"
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50)
[Thu May 24 08:30:11 2007] [debug]: load cf Severity
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
[Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40)
[Thu May 24 08:30:11 2007] [debug]: look for cf in Header "Body"
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50)
[Thu May 24 08:30:11 2007] [debug]: About to think about scrips for transaction
#635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:165)
[Thu May 24 08:30:11 2007] [debug]: About to prepare scrips for transaction
#635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:169)
[Thu May 24 08:30:11 2007] [debug]: Found 2 scrips
(/usr/local/rt-3.6.1//lib/RT/Scrips_Overlay.pm:363)
[Thu May 24 08:30:11 2007] [debug]: About to commit scrips for transaction
#635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:178)
[Thu May 24 08:30:11 2007] [info]: Ticket 70907 created in queue 'CustomerCare'
by msnyder (/usr/local/rt-3.6.1//lib/RT/Ticket_Overlay.pm:755)

It appears to tell me that it has, in fact, done what I asked it to but, when I
look at the ticket, each of the CFs that I'm trying to set are still holding (no
value).

Keep up with me and what I'm up to: http://theillien.blogspot.com


Kevin Falcone wrote:
> 
> On May 23, 2007, at 5:48 AM, Mathew Snyder wrote:
> 
>> I've set up the ExtractCustomFieldValue on our server and have, as far
>> as I
>> know, configured the template and scrip as necessary.  However, it isn't
>> working.  Actually, I have two for two different CFs.
>>
>> This are my templates:
>> Environment|"Body"|CUSTOMER ENVIRONMENT\s+\[(\w+)\]
>> and
>> Severity|"Body"|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]
>>
>> I've tested both regexes using an online tester and got the results I was
>> looking for.  However, when I create a ticket with the appropriate
>> lines within
>> it, nothing gets populated.
>>
>> My scrips look like this:
>> Condition: On Create
>> Action:    Extract Custom Field Values
>> Global template: ExtractEnvironment (the above template)
>> Stage:     TransactionCreate
>>
>> I don't have any User Defined conditions or actions except the Custom
>> action
>> preparation code which is simply "return 1;".  The scrip for the
>> Severity field
>> is identical except for using the different template.
>>
>> Anyone have an idea as to what I'm doing wrong?
> 
> When you crank up your logging to debug, what do you see?
> ExtractCustomFieldValues 1.6 is quite chatty about what it is doing and
> when
> 
> -kevin
> 
>>
>> Mathew
>> --Keep up with me and what I'm up to: http://theillien.blogspot.com
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> 
> 



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