[rt-users] Where are attachments stored?

[Gene LeDuc]

Hi Aaron,

Good call on the import method - that way RT gets to do all the grunt 
work.  Consider creating a scrip that fires when a ticket is reopened 
(status changes from resolved to open) and then (quietly) reset it to 
resolved.  Just enable the scrip when your external script is going to be 
e-mailing attachments to RT.  This ought to be pretty straightforward.  I 
would do the status reset using
    $self->TicketObj->_Set(Field=>'Status', Value=>'resolved', 
RecordTransaction=>0);
rather than
    $self->TicketObj->SetStatus('resolved');
to avoid triggering any "On Resolve" scrips.

Regards,
Gene

At 01:05 PM 4/10/2008, Aaron Sallade wrote:
>Hmm,
>
>I wrote a script that can email the attachments to RT with the proper
>Ticked ID format in the header, my concern is :
>
>We just finished our import of data from the legacy system and have
>about 15,000 tickets that are resolved, but do not have their
>attachments added. If I add them via email, it will open the ticket.
>
>If I can find out how to not change the status or the resolved date by
>commenting out a portion of the code that handles ticket replies, then
>it could work.
>
>Aaron Sallade'
>Application Manager
>PTSO of Washington
>"Shared Technology for Community Health"
>(206) 613-8938 Desk
>(206) 521-8833 Main
>(206) 613-5078 Fax
>asallade at ptsowa.org
>
>-----Original Message-----
>From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>Sent: Thursday, April 10, 2008 12:45 PM
>To: Gene LeDuc
>Cc: Aaron Sallade; rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Where are attachments stored?
>
>Gene, Aaron,
>
>
>         Not only that, but the content is stored in various ways,
>depending on
>the CONTENTTYPE field (text, message, excell, etc.) AND if you have
>ORACLE, CONTENTCODING is not supported (at least up to 9). I built my
>own Data Dictionary on the ORACLE version of the RT DataBase so I would
>know what to do if I was gonna update the DB via SQL or something.
>Fooling around with creating or deleting records is more than a bit
>tricky external to RT tools. Like I didn't know that ALL users have a
>group id record JUST for their individual user ID. It is usually the
>User ID plus 1. Anyway, like Gene said, not a trivial exercise.
>
>Kenn
>LBNL
>
>On 4/10/2008 11:45 AM, Gene LeDuc wrote:
> > Aaron, the attachments are stored in RT's database in a table called
> > 'Attachments'.  There is a field called 'Content' that holds the ones
> > and zeros that make up the attachment.  I suspect that importing files
>
> > into RT as ticket attachments will be a non-trivial exercise.
> >
> > Regards,
> > Gene
> >
> > At 11:02 AM 4/10/2008, Aaron Sallade wrote:
> >> I need to import attachments into our RT from our legacy system. How
> >> are attachments stored in RT?
> >>
> >> Aaron Sallade'
> >> Application Manager
> >> PTSO of Washington
> >> /"Shared Technology for Community Health"
> >> /(206) 613-8938 Desk
> >> (206) 521-8833 Main
> >> (206) 613-5078 Fax
> >> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
> >>
> >
> >
> > --
> > Gene LeDuc, GSEC
> > Security Analyst
> > San Diego State University
> >
> >
> >
>------------------------------------------------------------------------
> >
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-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University