[rt-users] Where are attachments stored?

[Chuck Boeheim]

Why not just update them as a comment, which will not re-open the
ticket?

Alternately, you could just disable the global scrip that
re-opens the tickets while you reload.
-Chuck Boeheim, SLAC

On Apr 10, 2008, at 1:39 PM, Aaron Sallade wrote:
> My concern on that is the timestamp for Resolved and how it impacts
> reporting :(
>
> I am going to try to disable the scrips and see if it works.
>
> 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: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
> Sent: Thursday, April 10, 2008 1:30 PM
> To: Aaron Sallade
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Where are attachments stored?
>
> 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
>
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>
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>
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