[rt-users] Including RTFM uploaded file in ticket causes a System Error

Kimberly McKinnis kmckinnis at tivo.com
Wed Jun 4 20:19:20 EDT 2008 

Whoops. I guess I just had to create the proper custom field. My bad,
I'm new to RTFM.

 

However, I'm now having trouble including uploaded files into tickets.
When I search on an article, put it into the "Include RTFM article" box,
click Go, it updates the text of the ticket. But when I click Submit, I
receive the following error. Any hints would be appreciated. 

 

error: 

RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record.
(/usr/lib/rt/RT/Record.pm line 1462) 

context: 

... 

 

492: 

else {

493: 

my ( $package, $filename, $line );

494: 

( $package, $filename, $line ) = caller;

495: 

 

496: 

die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";

497: 

}

498: 

 

499: 

}

500: 

 

... 

 

code stack: 

/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/usr/lib/rt/RT/Record.pm:1462
/usr/lib/rt/RT/Ticket_Overlay.pm:2641
/usr/lib/rt/RT/Ticket_Overlay.pm:2557
/usr/lib/rt/RT/Interface/Web.pm:1496
/usr/lib/rt/RT/Interface/Web.pm:1446
/var/rt/html/Ticket/Display.html:145
/var/rt/html/Ticket/Update.html:214
/var/rt/html/autohandler:215

raw error <http://10.100.58.145/Ticket/Update.html#raw> 

 

RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record.
(/usr/lib/rt/RT/Record.pm line 1462) 
 
 
Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('RT::FM::Article::_UpdateTime
Taken Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462)
^J') called at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::FM::Article=HASH(0xae7f040)',
0) called at /usr/lib/rt/RT/Record.pm line 1462
RT::Record::_NewTransaction('RT::FM::Article=HASH(0xae7f040)', 'Type',
'AddLink', 'Field', 'ReferredToBy', 'NewValue',
'fsck.com-rt://squee.tivo.com/ticket/7', 'ActivateScrips', '',
'TimeTaken', 0) called at /usr/lib/rt/RT/Ticket_Overlay.pm line 2641
RT::Ticket::_AddLink('RT::Ticket=HASH(0xac738b8)', 'Silent', undef,
'Type', 'RefersTo', 'Target',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Base', '') called at
/usr/lib/rt/RT/Ticket_Overlay.pm line 2557
RT::Ticket::AddLink('RT::Ticket=HASH(0xac738b8)', 'Target',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Type', 'RefersTo') called
at /usr/lib/rt/RT/Interface/Web.pm line 1496
HTML::Mason::Commands::ProcessRecordLinks('RecordObj',
'RT::Ticket=HASH(0xac738b8)', 'ARGSRef', 'HASH(0xac8888c)') called at
/usr/lib/rt/RT/Interface/Web.pm line 1446
HTML::Mason::Commands::ProcessTicketLinks('TicketObj',
'RT::Ticket=HASH(0xac738b8)', 'ARGSRef', 'HASH(0xac8888c)') called at
/var/rt/html/Ticket/Display.html line 145
HTML::Mason::Commands::__ANON__('TicketObj',
'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '',
'RTFM-Include-Article-Named', '', 'SubmitTicket', 'Update Ticket',
'Status', 'open', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'QuoteTransaction', 105,
'UpdateBcc', '', 'UpdateType', 'response', 'Action', 'Respond',
'Attach', '', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '',
'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab
c6204)', 'TicketObj', 'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '',
'RTFM-Include-Article-Named', '', 'SubmitTicket', 'Update Ticket',
'Status', 'open', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'QuoteTransaction', 105,
'UpdateBcc', '', 'UpdateType', 'response', 'Action', 'Respond',
'Attach', '', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '',
'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, 'TicketObj',
'RT::Ticket=HASH(0xac738b8)', 'UpdateCc', '',
'RTFM-Include-Article-Named', '', 'SubmitTicket', 'Update Ticket',
'Status', 'open', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'QuoteTransaction', 105,
'UpdateBcc', '', 'UpdateType', 'response', 'Action', 'Respond',
'Attach', '', 'id', 7, 'UpdateTimeWorked', '', 'RTFM_Content', '',
'UpdateSubject', 'test', 'Owner', 22, 'UpdateContent', '#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at /var/rt/html/Ticket/Update.html line
214
HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xac
2a794)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket',
'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, 'UpdateCc', '', 'SubmitTicket',
'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS
H(0xac7d138)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket',
'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at /var/rt/html/autohandler line 215
HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6
0de18)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket',
'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '',
'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '',
'7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status',
'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType',
'response', 'Attach', '', 'Action', 'Respond', 'id', 7,
'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test',
'Owner', 22, 'UpdateContent', '#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
461
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
413
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa
c7d138)') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH
andler=HASH(0xac7d138)') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H
ASH(0x953b914)', 'Apache2::RequestRec=SCALAR(0xad6575c)') called at
/usr/bin/webmux.pl line 123
eval {...} at /usr/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xad6575c)') called at -e
line 0
eval {...} at -e line 0

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly
McKinnis
Sent: Wednesday, June 04, 2008 4:57 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] uploading pdfs to RTFM

 

Is there a way to upload files to RTFM (pdf manuals and such), in a
similar manner to attaching files to a ticket? 

 

In fact, if I could easily link pdfs from RTFM into tickets, that would
be the best thing. I'd like to expand our ticketing site to be a full
support site, which would include a doc repository. I'm hoping RTFM can
do that so that I don't have to script something to auth against RT's
user database so users can download things. Has anyone done something
like this?

 

Thanks!

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

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