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

Kevin Falcone falcone at bestpractical.com
Thu Jun 5 12:20:29 EDT 2008 

WOuld you mind sending this into rtfm-bugs at bestpractical.com
but including your RT versions, RTFM versions and some
information about the Custom FIelds your using?

We don't currently handle adding attachments to tickets
that are stored in RTFM articles, but it shouldn't throw
this error.

-kevin

On Jun 4, 2008, at 8:19 PM, Kimberly McKinnis wrote:

> 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
>
> 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::_UpdateTimeTaken  
> 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(0xabc6204)',  
> '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(0xac2a794)',  
> '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=HASH(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(0xa60de18)',  
> '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(0xac7d138)') called  
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167
> HTML 
> ::Mason 
> ::Request 
> ::ApacheHandler 
> ::exec('HTML::Mason::Request::ApacheHandler=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=HASH(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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