[rt-users] Exporting request contents

[Todd Chapman]

Stick with text. If you hack RT to export ticket history ( I have ) you will
quickly run into excel size limits, such as the number of characters that
can be stored in a cell.

Here's how I hacked RT so that I could get ticket history in search results
so that they could be exported:

In
/opt/rt3/local/html/Callbacks/myCompnay/Elements/RT__Ticket/ColumnMap/ColumnMap:

$COLUMN_MAP->{AllCorrespondence} = {
        title     => 'All Correspondence',
        attribute => 'AllCorrespondence',
        value     => sub { return $_[0]->AllCorrespondence },
};

In Ticket_Local.pm:

sub AllCorrespondenceTransactions {

    my $self = shift;
    my $role = shift;

    my $transactions = $self->Transactions;
    $transactions->Limit( SUBCLAUSE => 'type', FIELD => 'Type', VALUE    =>
'Create' );
    $transactions->Limit( SUBCLAUSE => 'type', FIELD => 'Type', VALUE    =>
'Correspond', ENTRYAGGREGATOR => 'OR' );

    if ( $role eq 'Requestor' ) {
        my $requestor_group = $self->Requestors;
        my $users = $requestor_group->UserMembersObj;
        while ( my $user = $users->Next ) {
            $transactions->Limit( SUBCLAUSE => 'requestors', FIELD =>
'Creator',
                                  VALUE => $user->PrincipalId,
ENTRYAGGREGATOR => 'OR' );
        }
    }
    elsif ( $role eq 'Owner' ) {
        $transactions->Limit( FIELD => 'Creator', VALUE =>
$self->OwnerObj->PrincipalId, ENTRYAGGREGATOR => 'AND' );
    }

    return $transactions;;

}

sub AllCorrespondence {

    my $self = shift;
    my $role = shift;

    my $transactions = $self->AllCorrespondenceTransactions($role);

    my $string = '';

    while ( my $t = $transactions->Next ) {
        $string .= "\n\n" . formatted($t);
    }

    return $string;

}

sub formatted {

    my $transaction = shift;
    return '' unless $transaction;

    my $string = '###### On ' . $transaction->CreatedObj->AsString . ' ' .
$transaction->CreatorObj->EmailAddress . " wrote:\n\n";
    $string .= $transaction->Content;

    return $string;

}

-Todd


On 1/10/08, Prasad Deshpande <prasaddeshpande at bajajfinance.in> wrote:
>
> Hi,
>
> We are using RT 3.2.3 on Red Hat 9. We would like export the existing
> data in a text or excel file. To do this, we have tried using the Query
> builder. We are able to export the data but we could not find the field
> to export ticket history ( ie. communication captured during the life
> cycle of the ticket).
>
> If somebody knows how to capture the ticket history then please let me
> know.
>
> Thanks in Advance
>
> Regards,
> Regards,
> Prasad Deshpande
> IT Department
> Phone: +91 20 27407157
> Ext: 7157
>
>
>
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