[rt-users] help in creating Scrips

[rmp dmd]

>
> I changed this
>
>  $TicketsObj->LimitStatus(VALUE => 'new');
> $TicketsObj->LimitStatus(VALUE => 'open');
>
> to:
>
> $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=',
> VALUE => $oa);
>
> but I'm getting error
>
> Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' = 'alert'  ) AND (
> 'Queue' = 'IT'  ) >>: Unknown field: CF. at
> /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:
> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]
> [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
> [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
> [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
> [/opt/rt3/lib/RT/Record.pm:1438]   [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
> [/opt/rt3/lib/RT/Interface/Email.pm:765]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
> (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>
>
> 'm guessing, this is because I do not a CustomField. I attached our RT
> interface. Anybody kindly help, identify the problem.
>
>

My RT interface shows some of this information:


 #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
    The Basics:
      Id: 2345
     Status: new
     Left: 0 min
     Priority: 60/0
     Queue: IT
   Custom Fields:
      Machine Name: No Value
      Customer: No Value
  People:
      Owner: Nobody
      Requestors: rmp.dmd1229 at gmail.com




>  Thanks!
> Roehl
>


>
>   On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:
>
>> Thank you very much Raed.
>>
>> This problem explains while I merging the newly created tickets to a
>> ticket with status 'new'  on the top of the list.
>>
>> I need to merge new ticket to an existing ticket with subject matching **
>> PROBLEM - any words - CRITICAL ** .
>>
>> 1st request, this is a match: #2316: ** PROBLEM alert - Echo
>> PC02/check_usa is CRITICAL **
>> 2nd request, this is a match: #2317: ** PROBLEM alert - Echo
>> PC02/check_usa is CRITICAL **
>>
>> The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
>> PC02/check_usa is CRITICAL **
>>
>> I will merge ticket 2316 and 2317 with 2312.
>>
>> Somehow this merge to a ticket DRP with ID 720.  This is ticket is on the
>> top of IT queue list
>>
>> 223 Centralize Sever login   open IT
>> 668 test on Saturn             open  IT
>> 720 DRP                           new  IT
>> 745 Backup - all corporate  open  IT
>> 873 Image Ken Gen           open  IT
>> 1135 DSS-3 tapes             new  IT
>>
>> Below is the script.  I hope somebody can help.
>>
>> Thanks!
>> Roehl
>>
>> my $oa = undef;
>>  my $Transaction = $self->TransactionObj;
>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>> if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>> $oa = $1;
>> #$RT::Logger->debug("Found oa: $oa");
>> }
>> else { return 1; }
>>
>> my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>> $TicketsObj->LimitQueue(VALUE => 'IT');
>> $TicketsObj->LimitStatus(VALUE => 'new');
>> $TicketsObj->LimitStatus(VALUE => 'open');
>>
>>
>> if ($TicketsObj->Count == 0) { return 1; }
>> my $id = undef;
>> while (my $ticket = $TicketsObj->Next) {
>> next if $self->TicketObj->Id == $ticket->Id;
>> $id = $ticket->Id;
>> last;
>> }
>> $id || return 1;
>>  $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
>> because of OA number match.");
>> $self->TicketObj->MergeInto($id);
>> 1;
>>
>
>
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