[rt-users] ExtractCustomFieldValue not working

[Kevin Falcone]

On May 24, 2007, at 4:33 AM, Mathew Snyder wrote:

> 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"

The key is this log message.
"look for cf in Header "Body""
If it was looking for your data in the body of the email it just  
would have
logged "look for match in Body"

It is trying to match

"Body" against the regexp /^body$/i

You don't want the double quotes.

-kevin

> (/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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>>
>>