[rt-users] RTFM and bulk update

Kevin Falcone falcone at bestpractical.com
Wed Dec 23 09:22:59 EST 2009

On Tue, Dec 22, 2009 at 02:28:07PM -0800, Dallas Wisehaupt wrote:
> We are looking at trying to use RTFM to do bulk comments on a set of
> search results. I have been able to get the BeforeMessage Callback set
> and Bulk.html updated so that the article can be searched for and
> included on the bulk update page. The code is essentially ripped from
> share/html/Ticket/Update.html and inserted into a local version of
> Search/Bulk.html.
> However, I've run into a snag/oddity, if I choose an article to
> include and select the Go button, the ticket gets updated with the
> content of the article and returns to the bulk update screen.
> This has 2 main downsides, we get no Results div which shows that the
> Message was logged, 

These missing messages are actually a bug whose fix was included in 3.8.7

> and we get a comment/correspondence for each article
> that is included. If we try to add articles 1, 2, and 3 to a ticket we
> get the following logged in the ticket and sent out via scrips:

This is most likely because you need to port the code from Update.html
which stops ticket update on certain conditions (like adding
attachments).  RTFM even has a callback for stopping creation in


>      comment:
>      article 1
>      comment:
>      article 2
>      article 1
>      comment:
>      article 3
>      article 2
>      article 1
> The behavior I would expect is that of Ticket/Update.html where multiple
> articles could be included and the ticket is only updated when the
> Update Ticket button is used.
> Has anyone successfully set up RTFM for use with the bulk update
> screens?
> Thanks.
> Dallas
> RT - 3.8.6
> RTFM - 2.4.2
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